Who are we:

Neotalent Conclusion is one of the leading Iberian specialists providing services in Information Technology and Engineering services. As part of the Netherlands-based organization Conclusion, which has an ecosystem of over 25 companies and 3,600 employees, we are focused on increasing the technological capacity of our clients and the digital transformation of their application ecosystems.

We are talent specialists, attracting the best people and combining them with the needs of the most ambitious projects, at the right time. Our success comes from our investments in innovation, our focus on results, and, above all, the guarantee that our people will have happy and rewarding careers.

With over 25 years of solid experience, Neotalent Conclusion has established its presence in key locations, including Lisbon, Porto, and Madrid. The company currently has more than 950 professionals in the different areas in which it operates.

Neotalent, the responsive people.

Find out more about us at www.neotalent.pt.

Role Overview:

We are looking for a Business Analyst (CRM) to join the European market leader in consumer protection area You will integrate an international project, but the team has a hybrid work regime, with offices in the center of Lisbon.

You will assume a hybrid role that requires both functional and technical expertise to drive our automation initiatives within the contact center domain. You will a bridge between business needs and technical solutions, focusing on creating and optimizing AI-driven automations.

What you will do:

• Collaborate with business stakeholders to gather and elaborate requirements for contact center processes and automation initiatives.
• Serve as the primary subject matter expert for contact center applications and computer telephony integrations, ensuring their optimal performance and integration.
• Provide technical support and training to business users on new features and functionalities.
• Design and implement AI bots and other automations to improve efficiency and customer experience.
• Pilot and refine automated processes using skills in data science, AI, and business process engineering.
• Maintain a deep understanding of the application architecture, with a focus on seamless integration of new technologies.

What you are like:

• Relevant experience as an application specialist or similar role, with a strong background in both technical and functional aspects.
• Some experience with CRM systems in the context of a B2C contact centre.
• Broad understanding of the systems used in a contact centre (ex: CTI solutions), with knowledge of Talkdesk being a plus.
• Ability to translate complex business requirements into clear technical specifications.
• Strong analytical skills with a data-driven approach to problem-solving.
• Proactive, self-starter with good communication skills.
• Fluency in English is important.

Why join us:

• Work on challenging projects for big clients
• Learn more about emerging technologies
• Possibility of working remotely
• Design your career plan
• Access to continuous training and certifications
• Evolve through our internal mobility program
• … and much more!