Business analyst in contact center solutions

Aubay Portugal; Lisboa; Hybrid; EUR 55,000 - 75,000; Full time

Benefits offered by this job

Training Academy

Health insurance

Career advancement

Mental health platform

Language platform

Hybrid work model

Job summary

Aubay Portugal is seeking a Senior Business Analyst to manage and coordinate CX Suite and client vocal interaction projects, ensuring meticulous planning, risk management, and clear reporting.

You will perform in-depth functional analysis, collect and formalize business requirements, write user stories, and support UAT and deployments. Strong French and English skills are essential for international collaboration.

Qualifications

• Minimum of 5 years of professional experience as a Senior Business Analyst in digital or transformation projects.
• Proven experience in managing solutions for contact centers, CRM, client journeys, or omnichannel platforms.
• Strong project coordination skills involving multiple business areas, IT teams, and external suppliers.
• Proficiency in Business Analysis practices (requirements, user stories) and solid experience in functional testing (UAT) and agile methodologies.
• Fluency in French for daily work and professional English for international communication.

Responsibilities

• Manage and coordinate projects related to CX Suite (Worldline Contact) and client vocal interaction solutions, ensuring planning, risk management, and reporting.
• Perform in-depth functional analysis, collecting and formalizing business requirements, and elaborating user stories and functional specifications.
• Plan and coordinate functional and user acceptance testing (UAT), supporting anomaly resolution and production implementations.
• Act as a central coordinator between business areas, IT teams, suppliers, and BNP Paribas Group entities.
• Contribute to the definition of the CX Suite roadmap, ensuring compliance with security and data protection requirements.

Skills

Business Analysis

Project Coordination

Agile Methodologies

UAT Testing

French language

English language

Tools

CX Suite

Job description

Описание:

Your next opportunity starts here. 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 (Worldline Contact) and client vocal interaction solutions, ensuring planning, risk management, and reporting. Perform in-depth functional analysis, collecting and formalizing business requirements, and elaborating user stories and functional specifications. Plan and coordinate functional and user acceptance testing (UAT), supporting anomaly resolution and production implementations. Act as a central coordinator between business areas, IT teams, suppliers, and BNP Paribas Group entities. Contribute to the definition of the CX Suite roadmap, ensuring compliance with security and data protection requirements.

Требования:

• Minimum of 5 years of professional experience as a Senior Business Analyst in digital or transformation projects, ideally within the banking sector.
• Proven experience in managing solutions for contact centers, CRM, client journeys, or omnichannel platforms.
• Strong project coordination skills, involving multiple business areas, IT teams, and external suppliers.
• Proficiency in Business Analysis practices (requirements, user stories) and solid experience in functional testing (UAT) and agile methodologies.
• Fluency in French for daily work (written and spoken) and professional English for international communication.
• 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: Knowledge of a CX Suite solution (e.g., Worldline Contact) or a comparable environment is considered a significant advantage

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 times 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.