Business Analyst / Technical Analyst

Descripción de la oferta

About the Role

Transcom is seeking a highly motivated and technically proficient Business Analyst to join our dynamic global BPO team. In this key role, you will lead all technical solutioning activities related to IT, Digital, AI, and Security for client RFPs, RFQs, and RFIs within the contact center and BPO industry. You will be responsible for designing compelling and cost-effective technology solutions that align with client requirements and support Transcoms strategic bid efforts.
Your role requires strong cross-functional collaboration, a deep understanding of contact center technologies, and the ability to communicate complex technical details to both internal stakeholders and external clients. You will act as the single point of contact for all IT-related inputs in the bid lifecycle.
Key Responsibilities
Client-Focused Solutioning
Interpret and address RFP/RFQ requirements, translating them into comprehensive IT solution documents.
Develop and present IT, Digital/AI, and Security solutions in client meetings, including addressing technical inquiries.
Ensure all solution components meet client expectations and are accurately included in submission materials.
Bid & Proposal Management
Lead end-to-end IT solutioning across multiple, concurrent bids with a high level of precision and speed.
Collaborate with internal IT, Security, Digital, and Sales teams to develop robust technical solutions and accurate cost models.
Deliver documentation including RFP responses, technical diagrams, presentations, and statements of conformity.
Provide IT-related cost inputs to the pricing team.
Cross-functional Leadership
Act as the primary IT representative in all RFP/RFQ engagements.
Coordinate with Product Managers, Solution Architects, and subject matter experts across global teams.
Support operations teams with solutioning for client expansions and new features.
Knowledge Sharing & Innovation
Actively contribute to team knowledge sharing and continuous improvement.
Foster a collaborative, innovation-driven culture across time zones and functions.
What Were Looking For
Professional Background
35+ years in a technical pre-sales, solution architect, technical analyst, business analyst, technical account manager or IT management role within a contact center/BPO environment.
Experience designing, deploying, or managing contact center technology.
Solid knowledge of IT, Digital, AI, and Security infrastructures used in BPO environments.
Technical Expertise
Familiar with enterprise telecommunications (PBX, ACD, IVR, CCaaS), networking (SDWAN, MPLS), and contact center tech (WFM, BI, dialers, chatbots, AI QA, etc.).
Strong understanding of CTI, VoIP, SIP, APIs, and Work-At-Home agent solutions for a BPO environment.
Able to write and articulate technical RFP responses clearly and persuasively.
Tools & Platforms
Google Suite & Microsoft Office Advanced proficiency required
Google Gemini Intermediate level preferred
Education
University degree in a relevant field, technical certifications, or equivalent practical experience.
Key Competencies
Strategic thinking and problem-solving
Exceptional communication (verbal & written)
Organizational awareness and time management
Proactive, self-starting attitude
Strong stakeholder management and cross-cultural collaboration
What Motivates You
You enjoy bridging the gap between technology and business strategy.
You thrive in a fast-paced, deadline-driven environment.
Youre a collaborative team player with a passion for winning deals.
Competitive salary
Why Join Transcom?
At Transcom, we dont just offer jobs we offer careers. Join a team where innovation, global collaboration, and continuous learning are the norm. Play a critical role in helping us shape the future of customer experience through cutting-edge technology and solutions.

Requerimientos

• Educación mínima: Universidad / Carrera Profesional
• años de experiencia
• Idiomas: Inglés

Palabras clave: negocio, business, analista, analyst

Hace 7 días (actualizada)

Acerca de TWW SAS

We are the voice of our clients. Equipped with intelligent technology, we are a global network of local specialists, ambitious about making things work. We continuously evolve to be one step ahead, anticipating the newest technology and trends to create a new way to customer experience. From reactive trouble-shooting to active solution finding. It's what we call smarter people experiences.

We are 28,000 customer experience specialists, at 50 contact centers and a large network of home...

We are the voice of our clients. Equipped with intelligent technology, we are a global network of local specialists, ambitious about making things work. We continuously evolve to be one step ahead, anticipating the newest technology and trends to create a new way to customer experience. From reactive trouble-shooting to active solution finding. It's what we call smarter people experiences.

We are 28,000 customer experience specialists, at 50 contact centers and a large network of home agents, across 23 countries, delivering services in 33 languages to international brands in various industries. We are Transcom.

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