Business Analyst - Contact Centre

The Opportunity

A major Australian super fund is bringing member servicing in-house from its outsourced administrator. The contact centre has already moved across. The next workstreams are agent desktop modernisation, near-real-time member data and AI across contact centre operations.
We're looking for an experienced Business Analyst to lead business requirements across technology, operations and member experience, and to keep a complex stakeholder group aligned and moving.
Key Responsibilities

• Lead requirements, functional specs and process design as operations move in-house
• Work with the CX team so processes, tooling and agent workflows lift servicing outcomes
• Engage product, technical PMs, solution architects, ops leaders and programme leadership
• Take AI (conversational AI, agent-assist, automation) from use case to live operations
• Work closely with technical teams on AWS (including Amazon Connect) and Microsoft Dynamics
• Own operational readiness and UAT through the transition from the outsourced provider

• Senior BA with contact centre or operational transformation delivery at programme scale
• Strong knowledge of contact centre technology: agent desktop, omnichannel, CCaaS
• Hands-on AI in contact centres, and experience landing it operationally, not just technically
• AWS and Dynamics experience (Amazon Connect highly regarded)
• Confident working with product, technology, CX and operations teams at the same time
• Insourcing, outsourcing or administrator migration experience highly regarded
• Super, wealth or financial services background strongly preferred