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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