Req ID: RC775010

Business Product advisor

Company: Federal Express Corporation EU
Category: Professional
Employment Type: Full Time
Worker Sub-Type: Regular
Scheduled Weekly Hours: 40
Posting End Date:
Remote: No
Location: Rua Lionesa, Leça do Balio, Porto 4465-671, Portugal

Description

We are seeking an experienced and motivated Business Application Advisor to support the development, optimization, and ongoing evolution of our Contact Center as a Service (CCaaS) solutions. This role focuses on providing subject‑matter expertise, business guidance, and application insight to ensure the CCaaS platform aligns with business objectives and delivers exceptional customer experiences.
The Business Application Advisor will work closely with development teams, architects, product stakeholders, and cross‑functional partners to provide application direction across the CCaaS lifecycle. The role requires a strong understanding of contact center technologies and the ability to translate business needs into effective application solutions.

What you will be doing:

Business Alignment & Advisory

Provide expert guidance to ensure CCaaS applications align with business objectives, customer experience strategy, and operational requirements.
Define clear application outcomes and success measures in collaboration with business and product stakeholders.
Provide constructive feedback and recommendations to support continuous improvement in platform capability and delivery outcomes.
Promote a collaborative, innovative, and improvement‑focused working culture across cross‑functional teams.

Platform Strategy & Roadmap

Contribute to the development and execution of the CCaaS platform roadmap, ensuring alignment with business goals and customer needs.
Advise on feature prioritization, enhancements, and technical capabilities in partnership with product management and stakeholders.
Stay current with industry trends, emerging technologies, and CCaaS best practices to inform platform evolution and innovation.
Support business cases and investment decisions related to CCaaS capabilities and enhancements.

Application Development & Operations

Provide oversight and guidance across the design, development, implementation, and maintenance of CCaaS applications.
Ensure CCaaS solutions are reliable, scalable, secure, and compliant with enterprise standards.
Monitor application performance and proactively identify risks, issues, and improvement opportunities.
Advise on and support the integration of the CCaaS platform with enterprise systems, including CRM platforms (e.g., Salesforce, Microsoft Dynamics) and other third‑party applications.
Support and guide Agile delivery practices, including sprint planning, reviews, and retrospectives, to ensure effective and timely delivery.

Vendor & Stakeholder Engagement

Act as a key advisor in managing relationships with CCaaS vendors and technology partners.
Ensure vendor solutions and services meet agreed functional, technical, and service quality expectations.
Serve as a primary liaison between technical teams and internal stakeholders, providing clear and regular updates on application status, delivery milestones, risks, and dependencies.
Support governance, reporting, and decision‑making forums with application insights and recommendations.

Key Skills & Competencies

Strong understanding of CCaaS platforms and contact center technologies.
Proven experience advising on enterprise business applications and digital platforms.
Solid knowledge of system integration, CRM platforms, APIs, and third‑party services.
Experience working in Agile delivery environments.
Strong stakeholder engagement, communication, and influence skills.
Analytical and solution‑oriented mindset with a focus on business value.
Ability to operate effectively without direct authority, influencing through expertise and collaboration.

Qualifications & Experience

Bachelor’s degree in Information Systems, Computer Science, Business, or a related field, or equivalent experience.
5–6 years’ experience in business application advisory, product support, or enterprise application roles.
Experience working with CCaaS or customer experience platforms in an enterprise environment.
An advanced degree or relevant professional certifications are considered an advantage.

#LI-Hybrid

FedEx was built on a philosophy that puts people first, one we take seriously. We are an equal opportunity employer and we are committed to a diverse and inclusive workforce in which we provide growth opportunities for all

Our Company

FedEx is one of the world's largest express transportation companies and has consistently been selected as one of the top 10 World’s Most Admired Companies by "Fortune" magazine. Every day FedEx delivers for its customers with transportation and business solutions, serving more than 220 countries and territories around the globe. We can serve this global network due to our outstanding team of FedEx team members, who are tasked with making every FedEx experience outstanding.

Our Philosophy

The People-Service-Profit philosophy (P-S-P) describes the principles that govern every FedEx decision, policy or activity. FedEx takes care of our people; they, in turn, deliver the impeccable service demanded by our customers, who reward us with the profitability necessary to secure our future. The essential element in making the People-Service-Profit philosophy such a positive force for the company is where we close the circle, and return these profits back into the business, and invest back in our people. Our success in the industry is attributed to our people. Through our P-S-P philosophy, we have a work environment that encourages team members to be innovative in delivering the highest possible quality of service to our customers. We care for their well-being, and value their contributions to the company.

Our Culture

Our culture is important for many reasons, and we intentionally bring it to life through our behaviors, actions and activities in every part of the world. The FedEx culture and values have been a cornerstone of our success and growth since we began in the early 1970’s. While other companies can copy our systems, infrastructure and processes, our culture makes us unique and is often a differentiating factor as we compete and grow in today’s global marketplace.