Automation & Process Improvement Engineer

Align Technology; Wrocław; On-site; PLN 120,000 - 180,000; Full time

Benefits offered by this job

Annual bonus

Private medical care (Luxmed)

Multisport card

Private life insurance

Social fund

Meal subsidies

Discounts on company products

Job summary

Align Technology seeks a Business Process Engineer to design, measure and improve digital-first processes across EMEA Customer Success and Operational Excellence. You will connect operational needs with data, automation and technology to deliver measurable value and sustained adoption.

Working with process owners, you will standardize times for calls and tickets, document end-to-end workflows and translate findings into workload and productivity inputs for Salesforce, CRM and Omnichannel teams.

Qualifications

• 2-4 years of experience in business process engineering, process improvement or operational excellence.
• Hands-on work in customer service, contact centres, shared services or comparable service operations.
• Experience in software validation, UAT handling.

Responsibilities

• Map current and future processes with agents, managers and SMEs; document interactions and ownership.
• Identify root causes of delays and manual effort; assess impact with stakeholder feedback.
• Develop SOPs and work instructions with process owners; document local variations.
• Design time studies and establish standard times for calls, tickets and offline activities.

Skills

Analytical skills

BPMN documentation

Lean problem-solving

CRM & Omnichannel

Communication & facilitation

Digital-first mindset

Education

Bachelor’s or Master’s degree in Industrial Engineering, BPM, Operations Management, Business Analytics or related

Tools

Salesforce

CRM systems

CMS

Omnichannel platforms

Job description

Align Technology seeks a Business Process Engineer to design, measure and improve digital-first processes across EMEA Customer Success and Operational Excellence. You will connect operational needs with data, automation and technology to deliver measurable value and sustained adoption.

Working with process owners, you will standardize times for calls and tickets, document end-to-end workflows and translate findings into workload and productivity inputs for Salesforce, CRM and Omnichannel teams.