Business Analyst - Contact Centre
Core
Lead business requirements, functional specs, and process design for contact centre modernisation, near-real-time member data, and AI integration during an insourcing transition.
Role type
Senior Business Analyst (Contact Centre Operations & Transformation)
Builds
Modernised agent desktops, near-real-time member data systems, and AI-driven contact centre operations
Domain
Financial Services (Superannuation) + Contact Centre Technology
Required skills
Business requirements gathering, functional specification, process design, stakeholder alignment, AI operationalisation, UAT management
Preferred skills
Contact centre insourcing/migration experience, superannuation/wealth management domain knowledge
Technologies
AWS (Amazon Connect), Microsoft Dynamics, Conversational AI, Agent-assist tools
Responsibilities
Lead requirements and process design for in-house transition; Collaborate with CX teams to improve agent workflows; Engage product, technical, and operations leadership; Drive AI use cases from concept to live operations; Manage operational readiness and UAT; Align complex stakeholder groups
Seniority
Senior, hands-on IC
