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Recently postedFull timeCustomer Service

Senior BA: AI-Driven Contact Centre Transformation

Desda GroupMelbourne, Melbourne🇦🇺Australia

Why this role stands out

Elevate your career by spearheading a high-impact AI transformation at a major Australian super fund, where you will shape the future of member servicing through cutting-edge Amazon Connect and Dynamics technology. This hybrid role is perfect for a strategic Business Analyst who thrives on complex stakeholder management and wants to drive operational excellence in a forward-thinking, collaborative team environment. Apply today to play a pivotal role in this landmark transition and build your expertise in next-generation contact centre solutions.

Quick overview

SeniorityMid Senior
Employment typeFull Time
Work modeHybrid
LocationMelbourne, Melbourne, Australia
AWS

Job description

BA for super fund's contact centre insourcing: agent desktop, real-time data & AI (Amazon Connect/Dynamics), UAT and ops readiness. 6 - 12 mths.

24th September, 2026

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
24th September, 2026

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
About You
  • 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
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