Business Analyst (Omnichannel)

TL;DR

Business Analyst (Omnichannel): Designing end-to-end customer journeys and optimizing contact center processes with an accent on requirements gathering, process mapping, and stakeholder facilitation. Focus on translating complex business needs into functional documentation and user stories to drive omnichannel transformation.

Location: Must be based in Warsaw, Poland (Hybrid)

Company

A leading telecommunications provider focused on customer-centric digital transformation and omnichannel experience.

What you will do

• Design end-to-end customer journeys for new and existing products.
• Gather and document requirements, translating them into clear user stories and acceptance criteria.
• Map and optimize contact center processes across phone, chat, email, and social media.
• Facilitate workshops with business stakeholders and technical teams.
• Create prototypes and process diagrams to visualize solutions.
• Identify opportunities for process automation and system improvements.

Requirements

• English: B2 level or higher required
• Proven experience in requirements analysis, process mapping, and functional documentation.
• Practical knowledge of BPMN for process design.
• Strong facilitation, presentation, and negotiation skills.
• Ability to work independently and make decisions.
• Must be able to work in a hybrid model in Warsaw.

Nice to have

• Knowledge of UML notation (Activity, Sequence, Use Case diagrams).
• Familiarity with contact center platforms like Sprinklr or Genesys.
• Experience with AI, chatbots, process automation, or API integrations.
• Knowledge of cloud technologies and CRM systems.

Culture & Benefits

• Work within a dynamic scrum team focused on customer needs.
• Opportunity to influence omnichannel product development.
• Collaborative environment that values problem-solving and initiative.
• Hybrid working model to support work-life balance.