SaaS Technical Analyst
Accenture is a global professional services company with leading capabilities in digital, cloud, and security. Combining unmatched experience and specialized skills across more than 40 industries, we offer Strategy and Consulting, Technology and Operations services, and Accenture Song — all powered by the world’s largest network of Advanced Technology and Intelligent Operations centers. Our 740,000+ people deliver on the promise of technology and human ingenuity every day, serving clients in more than 120 countries.
The role is open in various locations such as Sofia, Plovdiv, Varna, Ruse and Burgas.
We are seeking a highly motivated and technically skilled SaaS Technical Analyst to join our team, with a focus on supporting and enhancing customer experience programs through SaaS platforms. The ideal candidate will be platform agnostic, with experience or interest in working across platforms like Medallia and Qualtrics.
This role demands a deep technical understanding, strong communication skills, and the ability to drive results independently while collaborating with both internal and client stakeholders. You will play a critical role in ensuring technical excellence, resolving escalations, and supporting platform delivery and configuration.
To keep it short, below are some key responsibilities:
You will serve as a technical expert with deep knowledge of partner platforms and systems
Confidently address client technical queries
You will identify scope and technical dependencies to ensure seamless integration and delivery
You will manage technical documentation on the program, including specifications and configurations
Ensure the technical integrity and quality of CX programs across SaaS platforms
Oversee and/or run all platform configurations to meet client requirements
You will lead technical investigations at the client or PM’s request or in response to quality incidents
You will manage and prioritize technical escalations, ensuring swift resolution
Train and upskill junior analysts, fostering growth within the team
Lead Discovery Workshops across IT, Reporting, and Survey domains to gather technical and business requirements
You will manage discrete scope elements or workstreams, driving them to successful completion
You will develop and execute quality plans, conduct QA testing, and will manage overall quality assurance for the account
You will collaborate across teams to design, configure, and optimize CX platform solutions
You should use JavaScript, HTML, or CSS to implement technical customizations as needed
You will translate business needs into technical requirements and solutions.
You will manage and prioritize multiple tasks efficiently under tight deadlines.
Technology Stack Used & Required Knowledge:
Minimum required experience 3+ years in similar role
Proven experience with SaaS platforms, ideally in customer experience technologies (Medallia and/or Qualtrics are a strong plus)
Strong knowledge of partner system architecture and platform integration.
Familiarity with JavaScript, HTML, or CSS for technical customizations.
Very good computer skills – MS Office
The Rest of the qualities, you know them:
Fluent in English – verbal & written
German or French language would be an advantage
Ability to work independently, demonstrating high-level organizational and execution skills
Strong analytical, problem-solving, and time management skills.
Proactive mindset and eagerness to take ownership of technical delivery and client satisfaction
Very good attention to detail and meeting deadlines
Benefits:
Certification
Career Counselling
25 day paid vacation
Flexible home office policy
Options to buy shares
Luxury health & dental insurance
Food vouchers
Multisport cards
Employee Assistance Program
#LI-EU
Sofia
Plovdiv
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