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Technical Business Analyst (Customer AI Adoption)

Australia, Melbourne · Job Posted May 28, 2026
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Job Description

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

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