We’re seeking an experienced Technical Business Analyst with a strong background in Contact Centre operations, telephony systems, and customer experience (CX) technologies. This is an exciting opportunity to work across business and technical domains, shaping innovative solutions within a complex, enterprise-scale Contact Centre environment.
Please note:
Only applicants with proven Contact Centre experience who are Australian Citizens (eligible for or holding NV1 Security Clearance) will be considered.
Key Responsibilities
• Partner with business and technical stakeholders to gather, analyse, and document detailed business and system requirements.
• Develop high-quality documentation, including business cases, functional and non-functional specifications, user stories, process flows, and user guides.
• Collaborate closely with development and operations teams to ensure business needs are accurately translated into technical solutions.
• Facilitate workshops, interviews, and stakeholder sessions to elicit, clarify, and validate requirements.
• Support testing, change management, and implementation activities to ensure smooth delivery and adoption.
• Identify opportunities to improve Contact Centre performance, customer experience, and technology efficiency.
About You
• 3+ years’ experience as a Technical Business Analyst or similar, within Contact Centre or CX technology projects.
• Proven hands-on experience with Contact Centre environments, such as telephony, IVR, CRM, or workforce management systems.
• Excellent analytical and documentation skills with strong attention to detail.
• Outstanding communication and stakeholder engagement across technical and business audiences.
• Familiarity with Agile and Waterfall delivery methodologies.
• Proficient in JIRA, Confluence, Visio, and the Microsoft Office Suite.
• Must be an Australian Citizen – NV1 Security Clearance or eligibility required.
Desirable Skills
• Exposure to cloud-based Contact Centre platforms such as Genesys Cloud, Amazon Connect, NICE CXone, or Five9.
• Understanding of system integrations, APIs, and data flows.
• Experience in business process modelling, CX optimisation, and service design.
Peoplebank
and Leaders IT
are committed to creating a diverse and inclusive workplace where everyone belongs. We welcome applications from people of all backgrounds, identities, and experiences. If you need adjustments to the recruitment process due to your circumstances, please let us know—we’re here to support you.
Technical Business Analyst – Contact Centre / CX (Aust. Citizens Only)
Technical Business Analyst – Contact Centre / CX (Aust. Citizens Only)
Location:
East Ryde
Work Type:
Contract
Industry:
Business & Systems Analysts
Contact Name:
Nic Gulliver
Contact Phone:
02 9409 4715
Date Published:
23-Oct-2025
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