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We are currently seeking an experienced Technical Business Analyst to join a large-scale customer service transformation program focused on AI adoption, contact centre uplift, and digital customer experience improvements. This is an exciting opportunity to work across modern customer engagement technologies, including Amazon Connect, AI chat experiences, automation initiatives, and omni-channel customer journeys. Based in Melbourne, this role offers a hybrid working model of 3 days in the office and 2 days from home.
Job Responsibility
Support customer service transformation initiatives focused on Amazon Connect and AI-enabled customer experiences
Elicit, analyse, and document business and technical requirements
Create user stories, process maps, functional documentation, and acceptance criteria
Work closely with operational teams to identify and design process improvements
Collaborate with CX, Engineering, and business stakeholders to deliver scalable solutions
Support the optimisation of IVR flows and routing logic
Assist with improving both customer and agent experiences across contact centre operations
Participate in Agile ceremonies and delivery activities
Requirements
5+ years’ experience as a Business Analyst within enterprise environments
Strong contact centre operational knowledge including IVR, routing, workforce operations, and KPI frameworks
Hands-on exposure to Amazon Connect or similar CCaaS platforms
Strong Agile delivery experience with Jira and Confluence
Proven ability to translate business requirements into technical solutions
Experience supporting customer service transformation initiatives
Nice to have
AI and automation experience including chatbots and call deflection
Customer journey mapping and omni-channel experience
Strong understanding of contact centre reporting and metrics
Experience working within digital transformation programs
What we offer
12 month contract opportunity
Hybrid working arrangement
Opportunity to work on enterprise-scale AI and customer transformation initiatives
Collaborative and high-performing delivery environment