Omnichannel Technology Analyst

Position purpose

Omnichannel solutions and project delivery

• Support omnichannel solutions that enhance customer experience and contribute to digital transformation.
• Support initiatives from discovery and requirements gathering through implementation, deployment, hypercare, and operational handover.
• Maintain plans and track scope, timelines, risks, dependencies, budgets, and resources; escalate variances.

Platforms and business analysis

• Coordinate delivery across Salesforce Commerce Cloud, Fluent Commerce OMS, SAP, CRM and Loyalty, retail applications, middleware and APIs, and payment solutions.
• Align technical requirements, integration dependencies, and business processes across systems and teams.
• Define requirements, analyze customer journeys, map processes, identify system touchpoints, review impacts, and validate feasibility.

Deployment and operational readiness

• Support deployment planning, cutover preparation, Go/No-Go documentation, production validation, and business readiness.
• Coordinate release activities and hypercare with global and local teams, supporting operational stabilization and minimizing disruption.

Risks and continuous improvement

• Identify project risks, technical constraints, resource conflicts, operational impacts, and delivery challenges; support mitigation and resolution.
• Support optimization of omnichannel capabilities, processes, governance, support models, and customer experiences.
• Identify opportunities for automation, operational efficiency, and service improvement.

Stakeholder management

• Build relationships across Digital, Retail, CRM, Customer Service, Finance, Marketing, Supply Chain, Operations, and Technology.
• Prepare and support workshops, steering committees, governance forums, and status reviews.

Requirements

• Translate customer and business needs into scalable solutions across digital commerce, retail technology, CRM, loyalty, OMS, SAP, customer-facing applications, and enterprise integrations.
• Align solutions with operational, commercial, and customer requirements, enterprise architecture, and global standards.
• Coordinate integration dependencies, technical requirements, and business processes across participating systems and teams.
• Collaborate with business stakeholders and technical teams on requirements, customer journeys, operational processes, system touchpoints, impacts, and feasibility.