Hybrid Technical Business Analyst - Contact Center Tech

Allianz Popular SL.; Barcelona; Hybrid; EUR 42,000 - 60,000; Full time

Benefits offered by this job

Hybrid work model

Bonus scheme

Pension

Employee shares program

Employee discounts

Career development

Flexible working

Health & wellbeing

Job summary

Allianz Technology in Barcelona is seeking a Technical Business Analyst to translate business needs into clear technical requirements for contact center tech, including WFM, IVR, and CCaaS. You will partner with product owners, engineering, and operations to improve and evolve our omnichannel platforms.

The role emphasizes data-driven analysis, system behavior investigations, and collaboration across diverse teams within an innovative, regulatory-conscious environment.

Qualifications

• Strong analytical and problem-solving skills.
• 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, or similar).
• 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.

Responsibilities

• 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.

Skills

Analytical skills

Problem-solving

Agile teams

Stakeholder management

Data analysis

APIs & integrations

Technical requirements

Tools

Verint

Genesys

AWS

Azure

Job description

Allianz Technology in Barcelona is seeking a Technical Business Analyst to translate business needs into clear technical requirements for contact center tech, including WFM, IVR, and CCaaS. You will partner with product owners, engineering, and operations to improve and evolve our omnichannel platforms.

The role emphasizes data-driven analysis, system behavior investigations, and collaboration across diverse teams within an innovative, regulatory-conscious environment.