Job Description

General Information

Position

Business Architect (Cloud Contact Center)| Bulgaria

Work arrangement

Full-time

City

Sofia

Country

Bulgaria

Department

Consulting

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 - Senior Consultant with experience in business analysis and contact center solutions to join international projects focused on modern, cloud-based customer service environments.

You will work with business stakeholders, architects and technical teams to understand business needs, improve contact center processes and translate requirements into practical solution designs.

This role is a good fit for someone who already has solid hands-on experience in contact center or CCaaS projects and is ready to take ownership of defined project deliverables while continuing to develop their consulting and solution design capabilities.

💼 What you bring:

• 3–5 years max of relevant experience in business analysis, process design, technology consulting or contact center transformation
• Hands-on experience with contact center or CCaaS solutions, such as Amazon Connect or comparable platforms
• Good understanding of contact center processes, including IVR, routing, reporting, integrations and customer journeys
• Experience gathering, documenting and managing business and non-functional requirements
• Experience creating process flows, customer journeys, requirements documentation or supporting solution diagrams
• Exposure to technology implementation, cloud or digital transformation projects
• Experience working in Agile delivery environments and with tools such as Jira
• Ability to understand business challenges and translate them into clear requirements for technical teams
• Strong communication and stakeholder management skills
• Fluent English, as this will be the main language used in meetings, workshops and documentation
• Degree in Computer Science, Information Technology, Engineering or a related field is an advantage
• IIBA / IREB certification is a plus

Your future role

• Gather and document business and non-functional requirements with clients and internal teams
• Analyse existing contact center processes and help design improved workflows and customer journeys
• Create process maps, requirements documentation and supporting system, integration and interface diagrams
• Translate business needs into clear and actionable requirements for architects, developers and other technical specialists
• Manage and refine requirements using Agile methodologies and tools such as Jira
• Participate in client workshops, requirements sessions and solution discussions
• Work closely with architects, developers and AI specialists throughout project delivery
• Support the implementation of CCaaS solutions by helping ensure delivered functionality aligns with agreed business requirements
• Take ownership of defined project deliverables and contribute to their successful completion
• Share ideas and recommendations that can improve customer experience and contact center operations

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!

#LI-HK1