Business Analyst

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.

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

knowledge and ability to visualize analysis into readable diagrams using UML notation (Activity Diagrams, Sequence Diagrams, Use Cases).
Experience with process automation, AI, chatbots, or API integrations.

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