Job Description
Are you passionate about transforming customer experiences through AI, automation, and modern contact centre technology?
We’re seeking a skilled Technical Business Analyst to play a key role in a major customer service transformation initiative focused on AI-enabled customer engagement and contact centre optimisation.
This is an exciting opportunity to work at the intersection of customer experience, operations, and technology — helping shape the future of digital customer interactions.
What You’ll Be Doing
- Partner with business, CX, and engineering teams to deliver customer service transformation initiatives
- Gather, analyse, and document business requirements including user stories, process maps, and acceptance criteria
- Support the uplift of Amazon Connect and AI-driven chat experiences
- Identify opportunities to streamline and reimagine customer service processes
- Collaborate with operational stakeholders to improve both customer and agent experiences
- Support the design and optimisation of IVR flows and routing logic
- Contribute within Agile delivery environments using Jira and Confluence
What We’re Looking For
- 5+ years’ experience as a Business Analyst, ideally within customer service or contact centre environments
- Strong understanding of contact centre operations including IVR, routing, and service KPIs
- Hands-on experience with Amazon Connect or similar CCaaS/contact centre platforms
- Strong Agile delivery experience with Jira and Confluence proficiency
- Ability to translate business requirements into practical technical solutions
- Experience driving customer service transformation and process improvement initiatives
Highly Regarded
- Exposure to AI and automation technologies including chatbots and call deflection solutions
- Customer journey mapping and omni-channel experience
- Strong data literacy across contact centre performance metrics
Why Apply?
- Work on high-impact AI and customer experience transformation initiatives
- Collaborate with cross-functional teams in a fast-paced, innovative environment
- Opportunity to influence the future of customer engagement and service delivery
- Be part of a team focused on continuous improvement and customer-centric innovation
If you’re a Business Analyst with strong contact centre experience and a passion for AI-driven customer transformation, we’d love to hear from you.
