Business Architect (Cloud Contact Center)| Bulgaria

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

• 3-5 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!

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