1. BPO Analyst – Digital Solutions & Customer Journeys
The BPO Analyst will support the BPO Lead in designing, documenting, and optimizing customer journeys across digital sales and care touchpoints. The role is focused on developing solutions that meet business objectives — such as increasing conversions, reducing cost-to-serve, and improving customer satisfaction — by aligning process design with digital best practices and automation enablers.
Key Responsibilities:
- Partner with the BPO Lead and business stakeholders to translate commercial goals into digital journey designs.
- Develop end-to-end process maps and solution flows that optimize
sales and support experiences.
- Identify opportunities to improve conversion, reduce friction, and
simplify digital interactions.
- Collaborate with Product, IT, and Care teams to ensure solution
feasibility and alignment with business priorities.
- Support the design and implementation of digital-assisted and
self-service processes across website and app.
Qualifications:
- Bachelor’s degree in Business, Operations, or Telecommunications.
- 3+ years of experience in process design, CX, or business
transformation in telecom or digital environments.
- Strong analytical and problem-solving skills with a focus on
customer journey improvement.
- Familiarity with automation tools, order management systems, and
digital CX frameworks.
- Proficiency in Jira, Confluence, and Figma.
2. TPO Analyst – Digital Technical Operations & Enablers
The TPO Analyst will support the TPO Lead in managing third-party
integrations, digital enablers, and technical solutions that power the
company’s online sales, payment systems, and omnichannel capabilities. This
role focuses on ensuring that external and internal technical partners deliver
secure, scalable, and efficient digital solutions aligned with telecom
operations.
Key Responsibilities:
- Assist the TPO Lead in coordinating with vendors for platform integrations (e.g., eSIM, Braintree, Aria, CRM APIs).
- Support analysis and validation of system enablers that impact
online sales and customer journeys.
- Track performance, SLAs, and technical health of integrated
third-party services.
- Contribute to technical requirement documentation and UAT for
partner-driven features.
- Collaborate with architecture, product, and engineering teams on
enhancements and issue resolution.
Qualifications:
- Bachelor’s degree in Information Systems, Engineering, or related field.
- 2+ years in digital or telecom technical operations.
- Strong understanding of APIs, system integrations, and third-party
enablers.
- Familiarity with Agile environments and digital delivery
processes.
- Proficiency in Jira, Confluence, and Figma.
3. QA Analyst – Digital Channels & Sales Journeys
The QA Analyst will assist the QA Lead in ensuring quality and
functionality of digital sales and service journeys across web and mobile
platforms. This includes testing checkout flows, self-care modules, APIs, and
system integrations supporting telecom order management and activations.
Key Responsibilities:
- Execute test cases defined by the QA Lead for e-commerce and activation features.
- Perform regression, cross-browser, and mobile compatibility
testing.
- Identify, log, and verify defect fixes using Jira.
- Validate front-end and back-end integrations across systems (CRM,
billing, Aria, etc.).
- Support user acceptance testing and sprint validations with
business stakeholders.
Qualifications:
- Bachelor’s degree in Computer Science or related field.
- 2+ years of QA or testing experience in telecom or digital
commerce environments.
- Experience with Jira, TestRail, or similar QA tools.
- Understanding of digital platforms, APIs, and order fulfillment
flows.
- Proficiency in Jira, Confluence, and Figma.
4. Scrum Master – Digital Channels Delivery
The Scrum Master will report to the Program Manager and facilitate
delivery for digital channel squads focused on website, eSIM, checkout, and
sales optimization initiatives.
They will ensure Agile best practices, sprint execution, and team
alignment with delivery goals.
Key Responsibilities:
- Support the Program Manager in driving sprint planning, reviews, and retrospectives.
- Monitor sprint velocity, manage risks, and coordinate cross-team
dependencies.
- Help remove impediments impacting delivery timelines.
- Coach team members on Agile methodology and process discipline.
- Track KPIs related to digital release velocity and defect
resolution.
Qualifications:
- Certified Scrum Master (CSM or equivalent).
- 3+ years of Agile project delivery experience in digital or
telecom environments.
- Strong communication, facilitation, and reporting skills.
- Experience with Jira and Confluence for sprint and backlog
management.
- Proficiency in Jira, Confluence, and Figma.
5. Designer – Digital Experience & Conversion
The Designer will report to the Design Lead and support design
execution for digital sales journeys, ensuring intuitive and visually
consistent user experiences across telecom’s web and mobile platforms. The
designer will focus on conversion optimization and UX consistency.
Key Responsibilities:
- Support the Design Lead in creating wireframes, prototypes, and UI assets for web and app journeys.
- Contribute to the design of PLP/PDP, checkout, onboarding, and
self-care flows.
- Conduct usability testing and apply feedback to optimize
conversion and user experience.
- Collaborate with product owners, developers, and marketing teams
to maintain design alignment.
- Maintain the shared Figma design library and component system.
Qualifications:
- Bachelor’s degree in Design, UX/UI, or related field.
- 2+ years of experience designing telecom or digital commerce
experiences.
- Proficiency in Figma, Adobe Creative Suite, and digital
collaboration tools.
- Strong understanding of UX/UI design for responsive web and mobile
interfaces.
- Proficiency in Jira, Confluence, and Figma.
