Technical Business Analyst – Customer AI Adoption

Are you passionate about transforming customer experiences through AI, automation, and modern contact centre technology?

We’re seeking a skilled Technical Business Analyst to play a key role in a major customer service transformation initiative focused on AI-enabled customer engagement and contact centre optimisation.

This is an exciting opportunity to work at the intersection of customer experience, operations, and technology — helping shape the future of digital customer interactions.

What You’ll Be Doing

• Partner with business, CX, and engineering teams to deliver customer service transformation initiatives
• Gather, analyse, and document business requirements including user stories, process maps, and acceptance criteria
• Support the uplift of Amazon Connect and AI-driven chat experiences
• Identify opportunities to streamline and reimagine customer service processes
• Collaborate with operational stakeholders to improve both customer and agent experiences
• Support the design and optimisation of IVR flows and routing logic
• Contribute within Agile delivery environments using Jira and Confluence

What We’re Looking For

• 5+ years’ experience as a Business Analyst, ideally within customer service or contact centre environments
• Strong understanding of contact centre operations including IVR, routing, and service KPIs
• Hands-on experience with Amazon Connect or similar CCaaS/contact centre platforms
• Strong Agile delivery experience with Jira and Confluence proficiency
• Ability to translate business requirements into practical technical solutions
• Experience driving customer service transformation and process improvement initiatives

Highly Regarded

• Exposure to AI and automation technologies including chatbots and call deflection solutions
• Customer journey mapping and omni-channel experience
• Strong data literacy across contact centre performance metrics

Why Apply?

• Work on high-impact AI and customer experience transformation initiatives
• Collaborate with cross-functional teams in a fast-paced, innovative environment
• Opportunity to influence the future of customer engagement and service delivery
• Be part of a team focused on continuous improvement and customer-centric innovation

If you’re a Business Analyst with strong contact centre experience and a passion for AI-driven customer transformation, we’d love to hear from you.