Business Analyst Senior [CRM Core]

We are looking for a Business Analyst to join our CRM Core team.

 

CRM Core is responsible for developing the core infrastructure of our internal CRM platform, used by multiple teams across the bank to manage customer requests and operational processes. The team focuses on task creation and distribution, queue management, request routing, and reusable interface components.

 

In this role, you will design and improve platform-level processes, translate requirements from different stakeholders into scalable solutions, and work closely with Engineering and Product teams to deliver new CRM capabilities.

 

Challenges that await you:

• Developing core CRM functionality, including tasks, queues, queue groups, assignment, and distribution logic
• Designing end-to-end workflows for incoming customer requests, including routing, prioritization, bot involvement, transfers, and resolution
• Designing reusable interface components for operati