Business Analyst [CRM Core]

We are looking for a Business Analyst to join our CRM Core team, focusing on the telephony domain.

CRM Core is responsible for building and scaling the core customer communication infrastructure across the bank. Within the telephony direction, the team develops and improves the platform that powers inbound and outbound calls and integrates with key business areas such as antifraud, telesales, and other operational teams.

This is an execution-focused role: you will be responsible for delivering features, supporting existing processes, and gradually taking ownership of larger product areas.

Challenges that await you:

• Collect and analyze requirements for AI platform components (chat, agents, voice, RAG, and beyond), translate them into clear specifications, and drive delivery end-to-end

• Facilitate communication between LLM Engineers, Backend, Product, and Ops teams to align on scope, risks, and timelines

• Identify root causes of issues in AI pipelines (data quality, latency, cost, UX) and coordinate cross-functional fixes

• Navigate feature and platform component implementation across teams and products

• Define and maintain KPIs

What makes you a great fit:

• Experience as a Business Analyst in a product, fintech, or operational environment

• Strong skills in writing structured requirements and specifications

• Experience working with task tracking tools (Jira or similar) from creation to delivery

• Confidence working with data (SQL, analysis, identifying issues)

• Understanding of the software development lifecycle

• Basic understanding of A/B testing and product metrics

• Fluent English (B2+)

Your bonus skills:

• Spanish language

• Experience in telecom, contact centers, or CRM systems

• Experience in fintech or working with payment-sensitive data

Our ways of working:

• Innovative Spirit: A commitment to creativity and groundbreaking solutions

• Honest Feedback: valuing open, transparent communication

• Supportive Team: a strong, collaborative community

• Celebrating Achievements: recognizing our wins together

• High-Tech Environment: a team full of smart and revolutionary people who date to challenge the status quo of incumbent finances

Our benefits:

• Relocation support to one of our hubs — Cyprus, Serbia, or Georgia — with assistance for the employee and their family

• Flexible work from one of our offices or remote

• Healthcare Coverage

• Education Budget: Language lessons, professional training and certifications

• Wellness Budget: Mental health and fitness activity reimbursements

• Vacation policy: 20 days of annual leave and paid sick leave