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Business Analyst (Contact Centre)

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FinXL

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Location:
Australia , Sydney

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Category:
IT - Administration

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Contract Type:
Not provided

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Salary:

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Job Description:

FinXL is seeking a Business Analyst (Contact Centre) to join our consulting team and be deployed with a leading Telco client on a key Contact Centre engagement, working on modern technologies.

Job Responsibility:

  • Lead workshops to elicit, analyse, and document detailed business requirements
  • Define and map As-Is and To-Be business processes for contact centre operations
  • Translate business needs into functional specifications and detailed call flow designs
  • Configure NICE CXone platform requirements for IVR, routing, and escalations
  • Act as primary liaison between business units, IT teams, and project managers
  • Create and maintain BRDs and functional specifications
  • Support testing teams to define UAT criteria and clarify requirements

Requirements:

  • Proven experience as a Business Analyst in complex Contact Centre environments
  • Experience with NICE CXone technology and its capabilities (or similar contact centre technologies)
  • Expertise in requirements elicitation, workshop facilitation, and process mapping
  • Strong understanding of contact centre operations, call routing, Interactive Voice Response (IVR), and WFM
  • Proficiency with BA tools and methodologies such as JIRA, Confluence, and Agile
  • Ability to bridge the gap between business stakeholders and technical teams
  • Australian Citizenship is required for this specific engagement
What we offer:
  • Work on a critical NICE CXone transformation program
  • 6-month initial term with 12 months of anticipated work
  • Join a supportive team delivering high-value IT services

Additional Information:

Job Posted:
January 19, 2026

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