Contact Center Technical Business Analyst

Riyadh Air; Riyadh; On-site; SAR 150,000 - 200,000; Full time

Job summary

A leading national airline in Riyadh is seeking a Technical Business Analyst to drive the development of technology strategies enhancing guest experiences and operational efficiency. Applicants should have a degree and at least 3 years' experience in RPA implementations and customer experience transformation. The ideal candidate is proficient in tools like UiPath and has a strong grasp of AI technologies. This role offers a unique chance to shape the future of air travel with cutting-edge technology.

Qualifications

• At least 3 years of professional experience as a Technical Business Analyst.
• Proven track record in contact center operations.
• Strong understanding of automation solutions in high-volume digital environments.

Responsibilities

• Lead technology strategy focused on guest experience and productivity.
• Analyze and redesign contact center processes for automation.
• Collaborate with cross-functional teams to improve service efficiency.

Skills

RPA implementation

Customer experience transformation

Data analysis

Understanding of AI technologies

Education

Degree in related field

Tools

UiPath

AutomationAnywhere

Job description

Riyadh Air (RX), headquartered in the Saudi Capital, is the new national airline that’s shaping the future of flying. It seeks to lead the aviation industry by transforming Saudi Arabia into a global aviation and trade hub – a digitally native airline that will connect the kingdom to more than 100 destinations.

About The Role

Are you passionate about leveraging technology, automation, and data insights to create world‑class customer experiences?

• Lead the development and execution of our technology strategy focused on guest experience enhancement, agent productivity, and robotic process automation (RPA) systems.
• Analyse and redesign contact center and digital processes, identify automation opportunities, and introduce AI‑driven solutions that streamline workflows, reduce friction, and elevate engagement.
• Collaborate closely with cross‑functional teams across Product, IT, Operations, and Guest Experience, ensuring that technology directly contributes to improved service efficiency and guest satisfaction.
• Guide the implementation of RPA and AI use cases, oversee system testing and deployment, and translate operational data into actionable insights that drive measurable improvements.
• Act as a guardian of guest experience by ensuring seamless support journeys, maintaining data‑privacy standards, and safeguarding RX's reputation for excellence.
• Be the catalyst that turns smart technology into unforgettable customer moments.

About You

• Degree qualified, you will demonstrate at least 3 years of professional experience as a Technical Business Analyst, with a proven track record in contact center operations, RPA implementation, and customer experience transformation.
• You are expected to possess a strong understanding of RPA and AI technologies such as UiPath or AutomationAnywhere and are confident designing and implementing automation solutions within high‑volume digital environments.
• We'd love to hear from you even more if you are proficient in data‑analysis tools, and constantly exploring emerging technologies that enhance performance.
• This is your opportunity to shape the future of air travel. Bring your best and show us why you can own this position within Riyadh Air.
• Please submit your application by clicking the Apply button. Our TalentAcquisition team will be reviewing applications shortly.