Business Architect (Cloud Contact Center)| BDS Poland | Osoba doświadczona

About Deloitte

• Do you want to build your brand by working for a leading consulting firm that drives eminence in the marketplace? Are you interested in leveraging your analytical skills and strategic ideas to improve mission execution? If so, Deloitte could be the place for you! Our team brings deep industry expertise, rigorous analytical capabilities and a pragmatic mindset to help solve our client’s most complex business problems. Learn, develop, and grow in your career path!

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

Вимоги

• 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

Poziom doswiadczenia

• Osoba doświadczona

Zakres obowiązków

• 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

Selection process

• HR Intro Call – A short conversation to learn more about your background and motivations.

• Technical Interview – A deeper discussion with our CCaaS specialists focusing on your delivery experience and technical understanding.

• Final Interview – A meeting with senior leaders to assess cultural fit, leadership approach, and overall alignment