Business Architect (Cloud Contact Center)| Senior Consultant

What you bring:

• 3–5 years max of relevant experience in business analysis , process design , technology consulting or contact center transformation
• Hands-on experience with contact center or CCaaS solutions , such as Amazon Connect or comparable platforms
• Good understanding of contact center processes , including IVR, routing, reporting, integrations and customer journeys
• Experience gathering, documenting and managing business and non-functional requirements
• Experience creating process flows, customer journeys, requirements documentation or supporting solution diagrams
• Exposure to technology implementation, cloud or digital transformation projects
• Experience working in Agile delivery environments and with tools such as Jira
• Ability to understand business challenges and translate them into clear requirements for technical teams
• Strong communication and stakeholder management skills
• Fluent English , as this will be the main language used in meetings, workshops and documentation
• Degree in Computer Science , Information Technology, Engineering or a related field is an advantage
• IIBA / IREB certification is a plus
• Native polish speaker and based in Poland

Who we are looking for

We are looking for a Business Architect - Senior Consultant with experience in business analysis and contact center solutions to join international projects focused on modern, cloud-based customer service environments.

You will work with business stakeholders , architects and technical teams to understand business needs, improve contact center processes and translate requirements into practical solution designs.

This role is a good fit for someone who already has solid hands-on experience in contact center or CCaaS projects and is ready to take ownership of defined project deliverables while continuing to develop their consulting and solution design capabilities.

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

,[Gather and document business and non-functional requirements with clients and internal teams, Analyse existing contact center processes and help design improved workflows and customer journeys, Create process maps, requirements documentation and supporting system, integration and interface diagrams, Translate business needs into clear and actionable requirements for architects, developers and other technical specialists, Manage and refine requirements using Agile methodologies and tools such as Jira, Participate in client workshops, requirements sessions and solution discussions, Work closely with architects, developers and AI specialists throughout project delivery, Support the implementation of CCaaS solutions by helping ensure delivered functionality aligns with agreed business requirements, Take ownership of defined project deliverables and contribute to their successful completion, Share ideas and recommendations that can improve customer experience and contact center operations] Requirements: Business analysis, Cloud, Agile, Jira, Stakeholder management, Degree