CRM Core team develops the core infrastructure of the internal CRM platform used across the bank to manage customer requests and operational processes.
Responsibilities
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 operational teams, including agent workflows, widgets, and shared UI elements.
Defining how different teams can use CRM platform capabilities.
Gathering and analyzing requirements from multiple stakeholders and translating them into scalable solutions and functional specifications.
Managing feature delivery end-to-end, from requirements gathering to production release.
Coordinating Engineering, QA, and cross-functional teams.
Contributing to large-scale initiatives, including redesigning core processes and developing new platform capabilities.
Requirements
5+ years of experience as a Business Analyst, Product Owner, or Product Manager.
Experience in business analysis, requirements gathering, solution design, and functional documentation.
Experience designing complex end-to-end processes or platform-level functionality.
Product thinking and ability to translate business needs into scalable platform solutions.
Understanding of microservices, integrations, synchronous and asynchronous flows, routing logic, and high-load systems.
Experience delivering medium- to large-scale projects from requirements to release.
Ability to work with multiple stakeholders and manage competing priorities.
Basic project management skills.
B2 or higher English level.
Conditions
Relocation support to one of the hubs — Serbia, Cyprus or Mexico.
Flexible work from office.
Healthcare coverage.
Education budget: language lessons, professional training and certifications.
Wellness budget: mental health and fitness activity reimbursements.
Vacation policy: annual leave and paid sick leave.