Business analyst in contact center

Aubay Portugal; Lisboa; Hybrid; EUR 50,000 - 70,000; Full time

Benefits offered by this job

Медицинское страхование

Гибридный режим

Обучение и программы развития

Поддержка команды

Job summary

Aubay Portugal ищет старшего бизнес-аналитика для проектов CX Suite и омниканальных решений: планирование, требования, тестирование и внедрение. Вы будете главным звеном между бизнес-областями, IT и поставщиками.

Требуется 5+ лет опыта в анализе требований, опыт в контакт-центрах/CRM, владение Agile, французский и английский на деловом уровне. Гибридный режим 2–3 дня в офисе, обучение и поддержка команды.

Qualifications

• Старший бизнес-аналитик с опытом в бизнес-анализе и управлении трансформационными проектами.
• Опыт управления контакт-центрами, телекомом, CRM или омниканальными платформами.
• Опыт работы в Agile, умение работать в Tribe/Squad.
• Свободное владение французским (письменно и устно) и профессиональный английский.
• Высокие аналитические и фасилитационные навыки.
• Высокая ориентация на клиента, командная работа и приоритизация задач.

Responsibilities

• Управление и координация проектов, связанных с CX Suite и решениями для голосовых клиентов.
• Сбор и формализация бизнес-требований, создание user stories и критериев приемки.
• Подготовка и координация функциональных и UAT тестов, сопровождение внедрений.
• Выступление основным интерфейсом между бизнес-единицами, IT-командами и поставщиками.

Skills

Senior Business Analyst

Agile methodologies

French language

English language

Analytical skills

Stakeholder management

Tools

CX Suite

Job description

Описание:

At Aubay Portugal, we work daily with some of the largest organisations across sectors such as banking, insurance, telecommunications and energy, helping to build and evolve critical systems that support millions of users. We have been in Portugal since 2007 and are part of an international group with a presence in several European countries. More than technology, we build close relationships and deliver real-impact projects.

Задачи:

Manage and coordinate projects related to CX Suite and vocal customer interaction solutions, encompassing planning, governance, and risk management. Gather, analyze, and formalize business requirements, elaborate user stories, functional specifications, and acceptance criteria. Prepare and coordinate functional and User Acceptance Tests (UAT), follow up on anomaly resolution, and support production implementations. Serve as the key interface between business areas, IT teams, suppliers, and BNP Paribas Group entities, contributing to the CX Suite roadmap.

Требования:

• Senior Business Analyst with a minimum of 5 years of significant experience in Business Analysis and digital or transformation project management.
• Proven experience in managing contact center solutions, telephony, CRM, customer journeys, or omnichannel platforms.
• Solid experience in Agile methodologies, with the ability to work effectively within a Tribe and Squad organizational model.
• Fluency in French (daily working language, written and spoken) and professional English for communication with international entities.
• Excellent analytical, synthesis, writing, communication, and facilitation skills.
• Alignment with our corporate culture and a commitment to integrity and ethics are highly valued.
• Strong customer focus, teamwork, task prioritisation, and daily commitment are highly appreciated.
• Будет плюсом: Demonstrated knowledge of CX Suite (e.g., Worldline Contact) or a comparable environment, which is considered a major asset

Условия:

• Continuous growth through our Training Academy, with technical and soft skills training, mentoring, tech communities, workshops and in-person meetups
• Close support with regular feedback and a structured career advancement model
• Comprehensive health insurance, including dental coverage, as well as access to a mental health platform and well-being initiatives
• Team-oriented environment, including events and initiatives to promote connection and team spirit
• Personal and family life support, from the moment your children are born and throughout their educational path
• Access to a language platform with conversational classes in multiple languages
• Project-tailored work model: hybrid (2/3 days a week). A close-knit and informal environment, where direct communication is preferred and people are valued
• Recognition of your contribution, with initiatives that celebrate meaningful moments
• Freedom to be yourself, without unnecessary formalities
• Teams where knowledge sharing, collaboration and joint growth are a reality.