Compass

Senior CX Technical Business Analyst

Compass

full-time

Posted on:

Location Type: Remote

Location: Brasil

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Job Level

Senior

About the role

  • Elicit and analyze current customer service processes (AS IS), identifying gaps and opportunities for improvement;
  • Define the future model (TO BE), proposing improvements focused on efficiency, automation and customer experience;
  • Translate business requests into functional and technical requirements for IT and Data teams;
  • Design service flows for channels such as chatbots, virtual assistants and IVR;
  • Support solution and architecture definition, including integrations via APIs and internal systems;
  • Monitor development and implementation together with technical teams and vendors;
  • Manage technical relationships with partners and Customer Service platforms;
  • Produce technical documentation and management artifacts, ensuring organization and traceability of deliverables;
  • Facilitate alignment among stakeholders, ensuring solutions meet business needs.

Requirements

  • Experience in business analysis and requirements gathering (AS IS / TO BE);
  • Experience in systems analysis and acting as the interface between business and technology;
  • Knowledge of integrations via RESTful APIs;
  • Experience in customer service (CX) projects;
  • Strong communication, organizational and influencing skills.
  • Desirable:
  • Experience with chatbots and service automation;
  • Knowledge of applied artificial intelligence (LLMs, NLP, Machine Learning);
  • Experience with CRM platforms, especially Salesforce.
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
business analysisrequirements gatheringsystems analysisRESTful APIscustomer experienceservice automationartificial intelligencenatural language processingmachine learningCRM platforms
Soft Skills
communicationorganizational skillsinfluencing skills