Business Analyst (Contact Centre) Job at FinXL (Sydney)

Senior Manager Business Analyst Genesys CX & Contact Centre Analyst

We are seeking an experienced individual to support the design, delivery, config...

Location

India , Pune

Salary:

Not provided

Vodafone

Expiration Date

Until further notice

Requirements

5+ years of experience as a Business Analyst within contact centre or telecommunications environments
Hands-on expertise in platforms such as AWS Connect, Genesys Engage, or Genesys Cloud CX
Strong understanding of contact centre technologies including IVR, ACD, CTI, WFM, and QM
Demonstrated experience in CTI and CRM integrations with a focus on enhancing agent and customer experience
Ability to translate complex technical concepts into clear, accessible language for all stakeholders
Knowledge of Agile and Waterfall methodologies
Technical experience with SIP, voice solutions, social media channels, chat, video, and asynchronous messaging
Technical degree and minimum four years of contact centre experience

Job Responsibility

Lead discovery and requirements-gathering sessions for contact centre and CX initiatives
Work with architects and development teams to design solutions including routing logic, IVR flows, call journeys, and reporting structures
Configure and implement platforms such as Genesys, AWS Connect and other contact centre technologies including queues, profiles, and contact flows
Analyse and define requirements for CTI and CRM integrations supporting platforms such as Salesforce and ServiceNow
Participate in test planning, UAT execution, and validation of deployed solutions
Produce user guides, process flows, and technical documentation for support teams and stakeholders
Act as a liaison between business teams, technical teams, and vendors ensuring alignment and expectation management
Contribute to application lifecycle management ensuring reusability and architectural consistency

What we offer

Opportunity to work on advanced CX and contact centre technologies across global operations
Exposure to complex technical landscapes and collaboration with multi‑national teams
Ability to influence VOIS‑wide application architecture and contribute to strategic technology decisions
Continuous learning in DevOps, cloud-based contact centre platforms, and enterprise integrations
A collaborative environment promoting innovation, problem‑solving, and professional growth

Senior Manager Business Analyst Genesys CX & Contact Centre Analyst

We are seeking an experienced individual to support the design, delivery, config...

Location

India , Pune

Salary:

Not provided

Vodafone

Expiration Date

Until further notice

Requirements

5+ years of experience as a Business Analyst within contact centre or telecommunications environments
Hands-on expertise in platforms such as AWS Connect, Genesys Engage, or Genesys Cloud CX
Strong understanding of contact centre technologies including IVR, ACD, CTI, WFM, and QM
Demonstrated experience in CTI and CRM integrations with a focus on enhancing agent and customer experience
Ability to translate complex technical concepts into clear, accessible language for all stakeholders
Knowledge of Agile and Waterfall methodologies
Technical experience with SIP, voice solutions, social media channels, chat, video, and asynchronous messaging
Technical degree and minimum four years of contact centre experience

Job Responsibility

Lead discovery and requirements-gathering sessions for contact centre and CX initiatives
Work with architects and development teams to design solutions including routing logic, IVR flows, call journeys, and reporting structures
Configure and implement platforms such as Genesys, AWS Connect and other contact centre technologies including queues, profiles, and contact flows
Analyse and define requirements for CTI and CRM integrations supporting platforms such as Salesforce and ServiceNow
Participate in test planning, UAT execution, and validation of deployed solutions
Produce user guides, process flows, and technical documentation for support teams and stakeholders
Act as a liaison between business teams, technical teams, and vendors ensuring alignment and expectation management
Contribute to application lifecycle management ensuring reusability and architectural consistency

What we offer

Opportunity to work on advanced CX and contact centre technologies across global operations
Exposure to complex technical landscapes and collaboration with multi‑national teams
Ability to influence VOIS‑wide application architecture and contribute to strategic technology decisions
Continuous learning in DevOps, cloud-based contact centre platforms, and enterprise integrations
A collaborative environment promoting innovation, problem‑solving, and professional growth

Senior Business Analyst

FinXL Professional Services is a leading IT consultancy that partners with clien...

Location

Australia , Sydney

Salary:

Not provided

FinXL

Expiration Date

Until further notice

Requirements

Proven track record as a Business Analyst delivering complex technical and operational transformations
Strong ability to translate strict regulatory, legal, or compliance obligations into functional specifications
Deep experience in process modelling, business process re-engineering, and current/future-state swim lane mapping
Practical experience working with CRM, workflow management, or contact centre digital channel platforms
Highly proficient with Agile/Waterfall tools, specifically JIRA, Confluence, and IT ASSIST systems
Exceptional stakeholder management skills, with the ability to bridge gaps between Legal, Engineering, and Operations
Previous experience within a compliance or regulatory program in the telecommunications sector is preferred

Job Responsibility

Lead scoping, elicitation, and end-to-end documentation of high-quality business and data requirements
Translate complex regulatory and legal compliance obligations into actionable process and system requirements
Manage the requirements lifecycle using JIRA and Confluence, maintaining traceability from obligations to user stories
Document detailed current-state and future-state complaints handling workflows and end-to-end process maps
Facilitate co-design workshops with Engineering, Operations, and Product teams across parallel workstreams
Proactively manage dependencies and delivery velocity within the Contact Centres division to meet regulatory timelines
Support pre-assurance, audit, and User Acceptance Testing (UAT) activities to validate process and system compliance

What we offer

Initial 6 months' contract, with a view to extend
Hybrid working arrangement to get your best work in! (3 days in the office)
Work with next-generation, enterprise-level AI tools engineered to automate administrative BA tasks and accelerate your delivery lifecycle
Gain highly sought-after, hands-on experience in prompt engineering and secure AI orchestration within a tier-1 corporate environment

Senior Business Analyst

About FinXL IT FinXL Professional Services is a leading IT consultancy that part...

Location

Australia , Sydney

Salary:

Not provided

FinXL

Expiration Date

Until further notice

Requirements

Proven track record as a Business Analyst delivering complex technical and operational transformations
Strong ability to translate strict regulatory, legal, or compliance obligations into functional specifications
Deep experience in process modelling, business process re-engineering, and current/future-state swim lane mapping
Practical experience working with CRM, workflow management, or contact centre digital channel platforms
Highly proficient with Agile/Waterfall tools, specifically JIRA, Confluence, and IT ASSIST systems
Exceptional stakeholder management skills, with the ability to bridge gaps between Legal, Engineering, and Operations
Previous experience within a compliance or regulatory program in the telecommunications sector is preferred

Job Responsibility

Lead scoping, elicitation, and end-to-end documentation of high-quality business and data requirements
Translate complex regulatory and legal compliance obligations into actionable process and system requirements
Manage the requirements lifecycle using JIRA and Confluence, maintaining traceability from obligations to user stories
Document detailed current-state and future-state complaints handling workflows and end-to-end process maps
Facilitate co-design workshops with Engineering, Operations, and Product teams across parallel workstreams
Proactively manage dependencies and delivery velocity within the Contact Centres division to meet regulatory timelines
Support pre-assurance, audit, and User Acceptance Testing (UAT) activities to validate process and system compliance

Business Analyst - Level 3

A Federal Government client requires a Level 3 Business Analyst to lead the requ...

Location

Canada , Gatineau

Salary:

Not provided

Randstad

Expiration Date

August 02, 2026

Requirements

10 years of professional experience as a Business Analyst in an IM/IT environment
Completion of a post-secondary program related to Information Technology of at least 12 months in duration
Must hold a valid business analysis certification from an internationally recognized organization
Must hold a valid Reliability Status security clearance

Job Responsibility

Provide verbal Call Center as a Solution (CCaaS) technical and call centre business related recommendations on how to align the written artifact to existing CCaaS, WFM (Workforce Management), WLM (Workload Management) requirements and target contact centre end states
Review technical and/or business written artifacts, to provide commentary on possible technology and contact centre operations risks with suggested mitigations
Offer executive support and strategic direction for project activities, including managing timelines, while providing guidance, coaching, and coordination to staff in performing essential business analyst tasks
Defining and tracking the business requirements and delivery in Azure DevOps, advancing work on target state architecture design and integration options for CCaaS

What we offer

Remote Work
High Impact Modernization: Contribute to a major federal transformation initiative affecting millions of Canadians
Strategic Visibility: Provide executive-level support and strategic recommendations directly to leadership
Collaborative Environment: Work within self-organizing, cross-functional teams utilizing Agile methodologies and cloud technologies

Senior Business Analyst

About FinXL IT FinXL Professional Services is a leading IT consultancy that part...

Location

Australia , Sydney

Salary:

Not provided

FinXL

Expiration Date

Until further notice

Requirements

Proven track record as a Business Analyst delivering complex technical and operational transformations
Strong ability to translate strict regulatory, legal, or compliance obligations into functional specifications
Deep experience in process modelling, business process re-engineering, and current/future-state swim lane mapping
Practical experience working with CRM, workflow management, or contact centre digital channel platforms
Highly proficient with Agile/Waterfall tools, specifically JIRA, Confluence, and IT ASSIST systems
Exceptional stakeholder management skills, with the ability to bridge gaps between Legal, Engineering, and Operations
Previous experience within a compliance or regulatory program in the telecommunications sector is preferred

Job Responsibility

Lead scoping, elicitation, and end-to-end documentation of high-quality business and data requirements
Translate complex regulatory and legal compliance obligations into actionable process and system requirements
Manage the requirements lifecycle using JIRA and Confluence, maintaining traceability from obligations to user stories
Document detailed current-state and future-state complaints handling workflows and end-to-end process maps
Facilitate co-design workshops with Engineering, Operations, and Product teams across parallel workstreams
Proactively manage dependencies and delivery velocity within the Contact Centres division to meet regulatory timelines
Support pre-assurance, audit, and User Acceptance Testing (UAT) activities to validate process and system compliance

What we offer

Initial 6 months' contract, with a view to extend
Hybrid working arrangement to get your best work in! (3 days in the office)
Work with next-generation, enterprise-level AI tools engineered to automate administrative BA tasks and accelerate your delivery lifecycle
Gain highly sought-after, hands-on experience in prompt engineering and secure AI orchestration within a tier-1 corporate environment

Senior Technical Business Analyst

We are looking for our future Business Analyst to join our Global Technology Sol...

Location

Malaysia , Kuala Lumpur

Salary:

Not provided

ResMed

Expiration Date

Until further notice

Requirements

8+ years of experience as a Technical Business Analyst
Experience in solutioning and supporting customer service
Strong business acumen with customer first mindset
Strong analytical and problem-solving skills, with a keen attention to detail
Excellent communication skills
Work effectively in a remote setting, collaborating with remote and global team members across multiple time zones
5+ years of experience with CRM system – preferably Service Cloud
3+ years of contact center experience

Job Responsibility

Effectively communicate and engage with business users and peers to gather requirements
Work closely with global customer service teams to implement system solutions that streamline processes and improve efficiency
Proven ability to analyze and gather complex business processes and develop effective solutions
Develop user stories and acceptance criteria to drive functional, technical and system requirements
Work with solution architects and platform architect teams to design solutions based on signed-off business requirements
Provide a walk through of developed features and functionality to business users
Facilitate User acceptance testing with identified users and obtain sign off for implementation
Ability to partner with cross-functional teams across multiple different time zones
Actively engage and inform stakeholders across the business on progress of the tasks
Perform impact analysis for scope change requests and document changes to requirements, business processes, configuration, and data mapping

What we offer

Bonus plan
Working from home flexibility
Referral bonus
Resmed's preferred shareholding programme
Competitive benefits (Pension, Long-Term Illness Protection, Health Insurance...)
Internal career opportunity

Fulltime

Helpdesk Analyst

Location

India , Noida

Salary:

Not provided

NTT DATA

Expiration Date

Until further notice

Requirements

Advanced Excel/VBA
Planning & scheduling knowledge
Knowledge of Call Centre management best practices
Solution driven and result oriented
Process analytical skills in a call center environment
Ability to create well organized, accurate, and concise material and work documentation
Ability to create and maintain data bases
Strong hands-on knowledge of work force management tools
Graduate degree required
2-5 years prior experience in a Call Center Operations environment with strong understanding of Service Desk operations.

Job Responsibility

Accurately predicts headcount or production heads required, handle time and staff shrinkage by work type
Identify gaps in coverage and propose new shifts or realignment along with hiring plans
Continuously monitor the performance against the plans and refine and redefine assumptions as and when required
Thorough understanding of all call center metrics and SLA mapping, monitoring and reporting
Proficiency in Advanced Excel and VBA in data modelling along with building WFM dashboards and automations
Expert in manual staffing and forecasting for call centres
Run “what-if” scenarios for operations or other support groups as requested
Implementing changes as necessary to improve the level of quality and efficiency as measured by key business indicators
Develop schedules to meet contact volumes and service levels
Utilize specialized software tools to manage and determine optimal staffing requirements, staffing counts, optimal work schedules and meet multi system requirements for service level objectives, forecast staffing levels for multiple call center teams.

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Business Analyst (Contact Centre)

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