System Analyst (Contact Center & Integrations)

The Kyivstar.Tech team is looking for a new colleague for the role of System Analyst (Contact Center & Integrations). This role combines system analysis and Contact Center domain expertise. You will be responsible for processing requirements, designing integration solutions, developing the contact center ecosystem, and coordinating interactions with partner IT teams.

About us

Kyivstar.Tech is a Ukrainian hybrid IT company, a resident of Diia.City. We are a subsidiary of Kyivstar, one of the largest Ukrainian telecommunications operators.

Our mission is to change lives in Ukraine and the world by creating technological solutions and products that realize the potential of companies and meet user needs.

Over 700 KS.Tech specialists work daily in various fields: mobile and web solutions, as well as design, development, support, and maintenance of high-performance systems and services.

We believe in innovations that bring real qualitative changes and constantly challenge traditional approaches and solutions. Each of us is an adherent of an entrepreneurial culture that allows us to never stop, to develop and create new things.

What you will do

• Analyze business and system requirements, define use cases and functional requirements for software.
• Identify possible solution options, evaluate their technical feasibility and alignment with business needs.
• Create and update functional and technical descriptions of business processes related to support, configuration, and maintenance of solutions.
• Work in a cross-functional team with analysts and developers on the implementation of contact center ecosystem products.
• Closely collaborate with development teams, IT, external stakeholders, and end-users to ensure technical compatibility of solutions and user satisfaction.
• Coordinate and support end-to-end integrations with partner contact centers, ensuring requirements analysis, solution design, interaction with partner IT teams, service quality control, and acting as a single point of contact (SPOC).
• Oversee testing, gather user feedback, and propose functional improvements.
• Select and implement necessary tools, technologies, and methods.

What qualifications and experience are needed

• Minimum 3 years of relevant experience as a System Analyst or Business/System Analyst.
• Experience in preparing solution artifacts, including UML diagrams, Use Cases, business rules, functional and non-functional specifications, etc.
• Experience in designing system integrations via REST/SOAP API.
• Experience working with non-functional requirements: SLA, performance, security, logging, and monitoring.
• Understanding of CI/CD principles and the software development lifecycle.
• Experience interacting with business customers, developers, QA teams, and external partners.
• Developed communication and facilitation skills.
• Strong analytical skills, systems thinking, and the ability to work in conditions of uncertainty.
• English language proficiency sufficient for working with technical documentation and interacting with partners.

It will be a plus

• Experience participating in Contact Center, CRM/XRM, BSS/OSS, or other Enterprise solution projects.
• Understanding of microservice and cloud-native architecture.
• Experience using low-code/no-code platforms for implementing business processes and integrations.
• Experience with RCA of incidents.

What we offer

• Office or remote — you decide.
• Remote onboarding.
• Performance bonuses for everyone: annual or quarterly depending on the role.
• Training through internal resources, partner programs, and our own library.
• Health and life insurance for employees.
• Wellbeing program and corporate psychologist.
• Compensation for Kyivstar mobile communication expenses.