Business Architect (Cloud Contact Center)| BDS Poland

What you bring

• 4-6 years of experience in business analysis, process design, or consulting roles
• Degree in Computer Science, Information Technology, Engineering, or a related technical field is an advantage
• Hands-on experience with contact center solutions (Amazon Connect or similar CCaaS platforms)
• Solid understanding of contact center operations (IVR, routing, reporting, integrations, customer journeys)
• Fluent English is essential, as English will be the primary working language across all meetings, workshops, and documentation.
• Proven experience working on technology-driven projects, ideally in cloud or digital transformation
• Experience working in Agile delivery environments
• Strong communication, facilitation, and stakeholder management skills
• Ability to structure complex problems and translate them into clear, actionable designs
• IIBA / IREB certification is a plus

• We are looking for a Business Architect to join international projects delivering cloud-based contact center solutions enhanced with AI. In this role, you will work closely with business stakeholders and technical teams to shape the future state of modern contact centers, translating business needs into scalable, efficient, and user-centric solutions.
• This position is ideal for someone who enjoys end-to-end ownership, from understanding business challenges to designing clear, actionable architectures that support high-quality customer experience.

What we offer:

• Work on international CCaaS and customer experience transformation projects
• Exposure to cloud, AI, and automation-driven solutions
• Clear Senior Consultant positioning with ownership of workstreams
• Collaboration with experienced consultants, architects, and engineers
• Competitive compensation, benefits, and flexible working arrangements

,[Lead and conduct business and non-functional requirements gathering with clients and internal teams, Design to-be process maps, workflows, and customer journeys for modern contact centers, Create system context, integration, and interface diagrams supporting CCaaS solutions, Manage and refine requirements using Agile methodologies and tools such as Jira, Collaborate closely with architects, developers, and AI specialists to ensure feasibility and alignment, Support workshops, solution discussions, and design decisions with strong business and operational insight, Act as a trusted partner for stakeholders across business and technology teams] Requirements: Business analysis, Degree, Cloud, Stakeholder management