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.
Key Responsibilities- 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
- 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
- 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
- 12 month contract opportunity
- Hybrid working arrangement
- Opportunity to work on enterprise-scale AI and customer transformation initiatives
- Collaborative and high-performing delivery environment
If this opportunity aligns with your background and experience, please apply now for a confidential discussion.
At Randstad, we are passionate about providing equal employment opportunities and embracing diversity to the benefit of all. We actively encourage applications from any background.
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