1 день назад
Business/Technical Analyst - Digital Channels
Вакансия из Hirify Global, списка международных tech-компанийДля мэтча и отклика нужен Plus
Мэтч & Сопровод
Для мэтча с этой вакансией нужен Plus
Описание вакансии
Текст:
TL;DR
Business/Technical Analyst - Digital Channels (AI-powered customer care): Defining requirements, customer journeys, and conversation flows for AI-powered email and chat support across multiple brands with an accent on process analysis, routing logic, and human-agent handoffs. Focus on translating business needs into technical specifications, designing acceptance criteria and test scenarios, and validating scalable digital-channel solutions across European markets.
Location: Hybrid role for candidates located near offices in Florence, Italy; Lisboa, Portugal; Barcelona, Spain; Worcester, UK; or Crete, Greece
Company
is an ecosystem of 60+ PaaS and SaaS brands operating across 22 European countries and serving 3.5 million SMB customers with hosting, e-commerce, compliance, marketing, and collaboration products.
What you will do
- Gather and analyse business, customer, and operational requirements for AI-powered email and chat customer-care channels.
- Map customer journeys, conversation flows, routing rules, handoffs, escalations, and automation opportunities.
- Translate business needs into channel requirements, process flows, specifications, user stories, and acceptance criteria.
- Collaborate with product, AI, technical, brand, and stakeholder teams to clarify requirements and resolve delivery issues.
- Design and support testing of conversation flows, routing, and handoff scenarios; analyse results and refine solutions.
- Support the launch and rollout of digital customer-care channels across multiple brands and markets.
Requirements
- 3+ years of experience as a Business/Technical Analyst or in a similar hybrid role on technology or data projects.
- Strong process-mapping, requirements-documentation, data-analysis, systems-analysis, and business-process analysis skills.
- Experience documenting user stories, workflows, process maps, specifications, and acceptance criteria.
- Hands-on experience testing, validating, troubleshooting, and interpreting results for technology solutions.
- Comfort working with low-code or workflow platforms and supporting configuration changes.
- Must be located near one of the listed European offices; proof of eligibility to work in the country of application is required.
Nice to have
- Experience with chat, messaging, or email channel requirements.
- Experience with chatbots or conversational AI.
- Contact-centre or CRM platform experience.
- Experience with multi-brand rollouts.
Culture & Benefits
- Fully remote status is listed, with the role also described as hybrid and requiring proximity to a European office.
- Work across multiple brands and European markets.
- Respect, openness, trusted collaboration, and an inclusive environment are core values.
- No relocation packages or visa sponsorship are available.
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