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

About Accenture

Accenture is a leading global professional services company that helps the world’s leading businesses, governments and other organizations build their digital core, optimize their operations, accelerate revenue growth and enhance citizen services—creating tangible value at speed and scale. We are a talent- and innovation-led company with approximately 791,000 people serving clients in more than 120 countries. Technology is at the core of change today, and we are one of the world’s leaders in helping drive that change, with strong ecosystem relationships. We combine our strength in technology and leadership in cloud, data and AI with unmatched industry experience, functional expertise and global delivery capability. Our broad range of services, solutions and assets across Strategy & Consulting, Technology, Operations, Industry X and Song, together with our culture of shared success and commitment to creating 360° value, enable us to help our clients reinvent and build trusted, lasting relationships. We measure our success by the 360° value we create for our clients, each other, our shareholders, partners and communities.
Visit us at www.accenture.com

Equal Employment Opportunity Statement

We believe that no one should be discriminated against because of their differences. All employment decisions shall be made without regard to age, race, creed, color, religion, sex, national origin, ancestry, disability status, sexual orientation, gender identity or expression, marital status, citizenship status or any other basis as protected by applicable law. Our rich diversity makes us more innovative, more competitive, and more creative, which helps us better serve our clients and our communities.