Intelligent Automation Analyst

• *All interviews will be conducted remotely (online or by phone).

Pontica Solutions is an award-winning outsourcing company that specializes in delivering innovative customer experience (CX) solutions to our global clients in diverse industries such as High-Tech, FinTech, Healthcare, Games and Entertainment, E-commerce, Renewable Energy and Utilities, Logistics, and more.

Committed to excellence and continuous improvement, we transform our talent into high-quality experts, providing opportunities for learning and development, vertical and horizontal growth.

We are looking for Intelligent Automation Analyst who will identify, assess, and drive process automation initiatives within client-facing and internal BPO operations. This role involves mapping and analysing processes, identifying inefficiencies, evaluating automation opportunities and working with external vendors to implement approved technologies. The role bridges operational challenges with practical technology solutions to improve efficiency, compliance, and cost-effectiveness.

Key Responsibilities:

1. Process Mapping & Analysis

• Map end-to-end client-facing and internal BPO processes.
• Identify process bottlenecks, inefficiencies, and opportunities for improvement.

2. Automation Opportunity Assessment

• Evaluate processes for automation potential using low-code, AI, and off-the-shelf solutions.
• Conduct feasibility studies for potential automation projects.

3. Solution Recommendation & Costing

• Recommend suitable solutions, including Microsoft Power Platform (Power Automate, Power Apps, Power BI), AzureOther AI services, and third-party shelf solutions.
• Prepare cost estimations, ROI analyses, and business cases for management approval.
• Evaluate external vendors, conduct product demos, and support vendor selection.

4. Deployment & Implementation Support

• Collaborate with IT engineers and vendors to deploy approved automation solutions.
• Support integration with internal and vendor solutions where applicable.
• Serve as a liaison between process owners, IT engineers, and vendors.
• Support testing, UAT, and change management activities.

5. Continuous Improvement & Reporting

• Track and measure performance improvements from deployed solutions.
• Stay updated on emerging AI, automation, and business solutions on the market.
• Prepare reports on project progress, vendor performance, and value delivered.

Qualifications & Skills:

• Bachelor’s degree in IT, Business analysis, or related field (or equivalent work experience).
• Experience in BPO or fintech operations is a strong advantage.
• Hands-on experience with process mapping tools.
• Exposure to Low-code/no-code automation platforms and AI services.
• Experience with Microsoft Power Platform (Power Automate, Power Apps, Power BI), Azure AI services is a strong advantage.
• Experience evaluating off-the-shelf solutions and vendor technologies.
• Understanding API integration is a plus.
• Strong analytical and problem-solving skills.
• Excellent communication and stakeholder management skills.
• 3+ years’ experience in process improvement, business analysis, or automation within a BPO or technology-driven environment is a strong advantage.
• Experience with vendor evaluation and project cost modelling.
• Proven project leadership experience with cross-functional teams

Benefits:

• Friendly, diverse and talented team
• Possibility for professional development, mentorship and training
• Health insurance digital food voucher & exclusive discounts and a Multisport card
• Attractive pay and referral bonuses
• 20 days of paid leave per year + 5 additional based on tenure + 2 days off for volunteering
• An open-minded management team that promotes innovation, alongside personal and professional growth
• Permanent, full-time employment