Contact Center Technology Business Analyst

Allianz; Barcelona; Híbrido; Confidencial; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Hybrid work model

Bonus scheme

Pension program

Employee share program

Employee discounts

Descripción de la vacante

Allianz Technology is seeking a Technical Business Analyst to bridge business needs and technical execution within our Customer Engagement / Contact Center Technology group. You will analyze requirements, collaborate with product owners and engineers, and help evolve WFM, routing, telephony, CCaaS, and CRM integrations.

Ideal candidates bring 2–4 years in a technical/analytical role, strong data analysis skills, and solid communication to manage stakeholders across squads and vendors.

Formación

• 2–4 years of experience in a technical, analytical, or product-related role.
• Understanding of contact center technologies (e.g., WFM, routing, IVR, telephony, cloud CCaaS).
• Ability to translate business needs into clear technical requirements and user stories.
• Hands-on experience with data analysis, system behavior analysis, or APIs/integrations.
• Experience working in agile teams.
• Excellent communication skills and stakeholder management.

Responsabilidades

• Partner with business stakeholders to analyze needs and translate them into actionable technical requirements.
• Support the lifecycle of contact center technology products (e.g., WFM, IVR, ACD, CCaaS, CRM integrations).
• Coordinate with engineering teams to ensure technical feasibility and clarity of requirements.
• Perform data analysis, system behavior investigation, and troubleshooting across multiple platforms.
• Document processes, user stories, workflows, and acceptance criteria.
• Participate in vendor discussions, testing cycles, and implementation planning.
• Identify opportunities to streamline processes, improve quality, and reduce operational complexity.
• Support compliance and risk-related documentation (e.g., DORA, security assessments).
• Act as a connector between business, operations, and technology teams.

Conocimientos

Analytical thinking

Problem solving

Stakeholder management

Communication

Herramientas

APIs/Integrations

Descripción del empleo

Allianz Technology is seeking a Technical Business Analyst to bridge business needs and technical execution within our Customer Engagement / Contact Center Technology group. You will analyze requirements, collaborate with product owners and engineers, and help evolve WFM, routing, telephony, CCaaS, and CRM integrations.

Ideal candidates bring 2–4 years in a technical/analytical role, strong data analysis skills, and solid communication to manage stakeholders across squads and vendors.