Company Background
Our client is a market leader in contact center robotic process automation (RPA). Its patented platform automates manual management processes in contact centers, significantly improving operational efficiency, agent engagement, and customer experience. The solution acts as an automated manager for contact center agents, triggering real-time rules based on live service-level conditions. The platform powers over 1 billion automated actions annually, delivering measurable ROI, typically a 2x payback in the first year and 35x returns thereafter, and has saved customers more than $140 million in the past two years across industries such as financial services, telecommunications, insurance, and healthcare.
Project Description
The project involves ongoing development of a large-scale contact center automation platform, with multiple engineering teams delivering new functionality across the entire application. The Business Analysis team works across all teams and domains, owning requirements end-to-end and managing dependencies between features, services, and components. The role requires close collaboration with Product Management, Architecture, Engineering, and QA teams in a fast-paced, evolving environment.
Technologies
- Lucidchart
- Figma
- Confluence
- V1
- MS Teams
- Zoom
What You'll Do
- Lead workshops, interviews, and discovery sessions with stakeholders (primarily Product Management and Architecture teams);
- Gather, analyze, validate, and document business and functional requirements;
- Translate business needs into clear, detailed, and technically informed user stories for backend and frontend teams;
- Track and manage upstream and downstream dependencies across teams;
- Define comprehensive, testable acceptance criteria, including non-functional requirements;
- Collaborate closely with engineering teams to understand technical constraints and solution options;
- Work with QA to align test cases with acceptance criteria and assist with defect analysis;
- Facilitate refinement, grooming, and other Agile meetings;
- Manage multiple priorities and contribute to continuous delivery across multiple teams;
Job Requirements
- 3+ years of experience as a Business Analyst;
- Strong knowledge of Business Analysis practices and SDLC;
- Strong analytical and problem-solving skills;
- Excellent written and verbal communication, facilitation, and negotiation skills;
- Ability to work effectively with technical and non-technical stakeholders;
- Ability to write detailed and technically informed tickets for backend and frontend teams;
- Interest in technical aspects of software development;
- Experience facilitating meetings and cross-functional discussions;
- Strong organizational skills;
- English level: B2 (Upper-Intermediate) or higher;
What Do We Offer
The global benefits package includes:
- Technical and non-technical training for professional and personal growth;
- Internal conferences and meetups to learn from industry experts;
- Support and mentorship from an experienced employee to help you professional grow and development;
- Internal startup incubator;
- Health insurance;
- English courses;
- Sports activities to promote a healthy lifestyle;
- Flexible work options, including remote and hybrid opportunities;
- Referral program for bringing in new talent;
- Work anniversary program and additional vacation days.
