Business Analyst - Omnichannel Experience & Transformation Department

Location: Warszawa, ul. Marynarska 12

Type of contract: Direct B2B

Type of cooperation: Hybrid (to be decided)

Recruitment Online!

As a member of our scrum team, you will work on the business analysis and maintenance of our products.

In our team, we are not afraid of challenges, we like to find solutions and we are focused on customer needs. If you are guided by these values at work, join us!

What tasks await you?

• Designing end-to-end customer journey for new and existing features and products

• Creating prototypes to visualize proposed solutions and obtain early feedback from stakeholders

• Gather and document requirements and translate them into clear user stories and acceptance criteria (or other outputs as agreed) that can be used and interpreted by both business and technical users. This will involve planning, running and facilitating workshops, and assessing source documentation from the customer

• Close cooperation with business stakeholders in Go to market topics

• Provide estimates for future analysis work

• Analyze and document business and technical requirements related to the contact center platform.

• Map and optimize contact center processes, including phone, chat, email, and social media channels.

• Collaborate with project teams, solution architects, business stakeholders, and end-users.

• Create use cases, user stories, process diagrams, and functional documentation.

• Identify opportunities for automation and process improvements.

What skills will be appreciated?

• Excellent analytical skills and the ability to effectively prioritize and complete tasks

• Proven experience in requirements analysis, process mapping, and functional documentation

• Strong facilitation, presentation, and negotiation skills

• Excellent communication skills in English

• Initiative, ability to work on your own and make decisions

• Practical knowledge and ability to make designs using BPMN

• You are able to initiate actions independently, identify problems and seek solutions, as well as consistently strive to achieve set goals.

• You are open and communicative, accurate, patient and determined

Nice to have:

• Knowledge and ability to visualize analysis into readable diagrams using UML notation (Activity Diagrams, Sequence Diagrams, Use Cases).

• Familiarity with contact center platforms (e.g., Sprinklr, Genesys).

• Experience with process automation, AI, chatbots, or API integrations.

• Knowledge of cloud technologies and CRM systems.