System Analyst – Contact Center, Integrations

This is a fully remote position, open to applicants in Ukraine.

📋 Description

• Conduct analysis of business and system requirements, identifying use cases and functional specifications for software.

• Explore potential solution options, assessing their technical feasibility and alignment with business needs.

• Create and update functional and technical descriptions of business processes related to the support, configuration, and maintenance of solutions.

• Collaborate within a cross-functional team alongside analysts and developers to implement products for the contact center ecosystem.

• Work together with development teams, IT, external stakeholders, and end users to ensure technical compatibility of solutions and user satisfaction.

• Coordinate and oversee end-to-end integrations with partner contact centers, ensuring requirement analysis, solution design, interaction with partner IT teams, quality control of services, and acting as a single point of contact (SPOC).

• Manage the testing process, gather user feedback, and recommend functional enhancements.

• Select and implement necessary tools, technologies, and methods.

⛳️ Requirements

• A minimum of 3 years of relevant experience in the role of System Analyst or Business/System Analyst.

• Experience in preparing solution artifacts, including UML diagrams, Use Cases, business rules, functional and non-functional specifications, etc.

• Experience in designing system integrations through REST/SOAP API.

• Familiarity with non-functional requirements: SLA, performance, security, logging, and monitoring.

• Understanding of CI/CD principles and the software development lifecycle.

• Experience interacting with business stakeholders, developers, QA teams, and external partners.

• Strong communication and facilitation skills.

• Excellent analytical abilities, system thinking, and capability to work in uncertain conditions.

• Proficiency in English sufficient for working with technical documentation and collaborating with partners.

• Experience in Contact Center, CRM/XRM, BSS/OSS, or other Enterprise solutions will be an advantage.

• Understanding microservices and cloud-native architecture will be a plus.

• Experience using low-code/no-code platforms for executing business processes and integrations will be a plus.

• Experience with RCA of incidents will be an advantage.

🏝️ Benefits

• Office or remote work — the choice is yours.

• Remote onboarding.

• Performance bonuses for all: annual or quarterly depending on the role.

• Training through internal resources, partner programs, and a personal library.

• Health and life insurance for employees.

• Wellbeing program and corporate psychologist.

• Compensation for mobile communication expenses with Kyivstar.