Business Architect (Cloud Contact Center)| BDS Poland - - 18520

General Information

Position

Business Architect (Cloud Contact Center)| BDS Poland

Work arrangement

Full-time

City

Gdansk, Katowice, Krakow, Lodz, Poznan, Rzeszow, Szczecin, Warsaw, Wroclaw

Country

Poland

Department

Business Delivery Solutions

Team

Engineering, AI & Data

Area of interest

Cloud, Data & Analytics, Engineering

Way of work

Hybrid

Description & Requirements

Who we are looking for

🎯 We are looking for a Business Architect to join international projects delivering cloud-based contact center solutions enhanced with AI. In this role, you will work closely with business stakeholders and technical teams to shape the future state of modern contact centers, translating business needs into scalable, efficient, and user-centric solutions.

This position is ideal for someone who enjoys end-to-end ownership, from understanding business challenges to designing clear, actionable architectures that support high-quality customer experience.

💼 What you bring

4–6 years of experience in business analysis, process design, or consulting roles
Degree in Computer Science, Information Technology, Engineering, or a related technical field is an advantage
Hands-on experience with contact center solutions (Amazon Connect or similar CCaaS platforms)
Solid understanding of contact center operations (IVR, routing, reporting, integrations, customer journeys)
Fluent English is essential, as English will be the primary working language across all meetings, workshops, and documentation.
Proven experience working on technology-driven projects, ideally in cloud or digital transformation
Experience working in Agile delivery environments
Strong communication, facilitation, and stakeholder management skills
Ability to structure complex problems and translate them into clear, actionable designs
IIBA / IREB certification is a plus

Your future role

Lead and conduct business and non-functional requirements gathering with clients and internal teams
Design to-be process maps, workflows, and customer journeys for modern contact centers
Create system context, integration, and interface diagrams supporting CCaaS solutions
Manage and refine requirements using Agile methodologies and tools such as Jira
Collaborate closely with architects, developers, and AI specialists to ensure feasibility and alignment
Support workshops, solution discussions, and design decisions with strong business and operational insight
Act as a trusted partner for stakeholders across business and technology teams

What we offer

Work on international CCaaS and customer experience transformation projects
Exposure to cloud, AI, and automation-driven solutions
Clear Senior Consultant positioning with ownership of workstreams
Collaboration with experienced consultants, architects, and engineers
Competitive compensation, benefits, and flexible working arrangements

Selection process

Please submit your CV in English and answer a few pre-screening questions. This way, it helps us to get a better understanding of your background and experiences.

HR Intro Call – A short conversation to learn more about your background and motivations.
Technical Interview – A deeper discussion with our CCaaS specialists focusing on your delivery experience and technical understanding.
Final Interview – A meeting with senior leaders to assess cultural fit, leadership approach, and overall alignment

All applications will be considered under the terms and conditions of confidentiality in accordance with the regulations of personal data protection.

About Deloitte

Do you want to build your brand by working for a leading consulting firm that drives eminence in the marketplace? Are you interested in leveraging your analytical skills and strategic ideas to improve mission execution? If so, Deloitte could be the place for you!

Our team brings deep industry expertise, rigorous analytical capabilities and a pragmatic mindset to help solve our client’s most complex business problems. Learn, develop, and grow in your career path!

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