Governance Business Architect

Your key responsibilities:
- Utilizes voice-based call center technology, encompassing CTI user interfaces, call flow design, and reporting.
- Creates product requirements based on input from the products and governance squads
- Supports the vendor in understanding defined requirements.
- Verifies system and product specifications
- Translates business requirements into technical system specifications.
- Maps and documents dependencies and influences of new system requirements.
- Maintains structured system-specific documentation.
- Works with product owners and development teams to ensure implemented functionality meets guidelines and supports the entire development lifecycle.
- Defines the ultimate vision for proof-of-concept and solution technical architecture, develops application designs consistent with SOA principles, and identifies relevant modules and services for future solution architecture.
- Makes low-level design decisions, identifies potential evolution paths, and communicates impacts of architectural decisions to stakeholders.

You are the person we are looking for if:
- Between 5 to 10 years of work experience in Call Center environments.
- Experience in working with Call Center technology in Cloud environments.
- More than 3 years’ experience in contact centre systems analysis, in designing contact centre services, processes and environments.
- Understand Contact Centre ECO systems dependencies for example with PCI requirements, CRM tools or Reporting Applications, Workforce Management, Call Recording etc.
- Computer Science Degree or Technical Certification in Telecommunication or similar field.

- Hybrid work model (25 days per year working from abroad)
- Benefits package includes a company bonus scheme, pension, employee shares program and multiple employee discounts (details vary by location)
- Flexible working, health and wellbeing offers (including healthcare and parental leave benefits) support to balance family and career.