Contact Center Technical Business Analyst София

Contact Center Technical Business Analyst
София

We are seeking a dynamic and communicative Contact Center Technical Business Analyst to join our team. In this role, you will work closely with our Data Engineers to deploy and customize CX tools for various use cases within contact center environments.  

As a brand ambassador and local product evangelist, you will be responsible for understanding, promoting, and presenting our solutions to both internal teams and external stakeholders. You will be responsible for writing technical requirements and map customer needs, identifying ways to improve tool adhesion and experience.   

Responsibilities: 

Collaborate with Digital CX Engineers to understand and articulate the capabilities of current and future contact center solutions 

Analyze and document business requirements for contact center teams, translating them into technical specifications for low-code tool customization 

Provide support for tool utilization and engage in prompt engineering to ensure solutions are effectively customized and aligned with business requirements

Stay up-to-date with emerging trends in Generative AI and their potential applications in contact center environments 

Develop and deliver compelling presentations and demonstrations of our solutions to various stakeholders, including senior management and potential clients 

Act as a liaison between technical teams, operations managers, and end-users to ensure solutions meet business needs and operational metrics Conduct training sessions and create documentation to support the adoption of new tools and processes

Monitor and report on the performance and impact of implemented solutions, suggesting improvements based on data-driven insights Promote our products internally, motivating staff and convincing consumers of their value 

Requirements: 

Bachelor's degree in Business Administration, Information Systems, or a related field 3+ years of experience in business analysis,  

preferably in a technology-driven environment 

Excellent communication skills, both verbal and written, with the ability to present complex ideas to diverse audiences 

Strong analytical and problem-solving skills Proven ability with prompt engineering and generative AI tools and chatbots Ability to quickly learn and adapt to new technologies and methodologies Experience in project management and stakeholder engagement 

Strong interpersonal skills with a talent for building relationships across various levels of an organization 

Preferred Qualifications:

Experience working in or with contact centers 

Understanding of key contact center metrics and operations management principles 

Advanced skills in prompt engineering, including concepts such as zero-shot, few-shot, chain-of-thoughts, and others

Previous experience as a product evangelist or in a similar role promoting technology solutions 

Certification in business analysis (e. g. , CBAP, PMI-PBA) or relevant project management certifications 

Proficiency in data analysis and visualization tools (e. g. , Excel, Power BI, Tableau) 

Experience with agile methodologies 

What Sets You Apart: 

Passion for technology and its potential to transform business operations 

Ability to think like an operations manager while communicating technical concepts 

Enthusiasm for public speaking and giving presentations 

Adaptability to work in a fast-paced, evolving technology landscape 

Commitment to continuous learning and staying ahead of industry trends 

What’s in it for you: 

Fully paid training 

Stable job and career development opportunities 

Attractive salary 

Private medical and life insurance from day one  

50+ benefits and services to choose from 

Positive international working environment 

Support and learning 

Employee referral bonuses

Extra bonus based on performance

Employee Stock Purchase Plan ESPP Budget for professional growth (certifications) 

Schedule flexibility.

We care about the well-being of our employees, invest in their future growth, and encourage fun and team-building initiatives! 

Does it sound like the perfect job for you? APPLY NOW! 

About us: TELUS Digital Bulgaria is a publicly traded company (NYSE & TSX: TIXT) and is the largest employer in the CX (Customer Experience) industry in the country with over 4, 200 team members. The company provides a broad portfolio of services - designing, building, and delivering next-generation digital services, AI solutions, customer experience, and much more. The company's primary focus is strict adherence to all our clients' procedures and practices. We are an independent outsourcing services provider and do not function as a local representation of our partners.  

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