Contact Center Technical Business Analyst

Riyadh Air; Riyadh Region; On-site; SAR 80,000 - 100,000; Full time

Job summary

A modern airline in Riyadh is seeking a passionate Technical Business Analyst to lead its technology strategy aimed at enhancing guest experiences through RPA and AI solutions. The ideal candidate will have a strong background in contact center operations and technical implementation, with at least 3 years of experience. Apply now to shape the future of air travel!

Qualifications

• At least 3 years of professional experience as a Technical Business Analyst.
• Proven track record in contact center operations.
• Strong understanding of RPA and AI technologies.

Responsibilities

• Lead development and execution of technology strategy.
• Analyse and redesign contact center and digital processes.
• Guide implementation of RPA and AI use cases.

Skills

Technical Business Analyst

RPA implementation

Customer experience transformation

Data analysis

Automation solutions design

Education

Degree qualified

Tools

UiPath

AutomationAnywhere

Data-analysis tools

Job description

About the Company

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?

We are seeking a passionate individual to lead the development and execution of our technology strategy focused on guest experience enhancement, agent productivity, and robotic process automation (RPA) systems.

You’ll analyse and redesign contact center and digital processes, identify automation opportunities, and introduce AI‑driven solutions that streamline workflows, reduce friction, and elevate engagement.

Naturally, you will collaborate closely with cross‑functional teams across Product, IT, Operations, and Guest Experience, while ensuring that technology directly contributes to improved service efficiency and guest satisfaction.

All while guiding the implementation of RPA and AI use cases, overseeing system testing and deployment, and translating operational data into actionable insights that drive measurable improvements.

Beyond technology execution, you will 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.