Business Analyst with Health, AI, and Contact Centre

Business Analyst with Health, AI, and Contact Centre

Join to apply for the Business Analyst with Health, AI, and Contact Centre role at ZSoft Technologies Pty Ltd

Business Analyst with Health, AI, and Contact Centre

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Join to apply for the Business Analyst with Health, AI, and Contact Centre role at ZSoft Technologies Pty Ltd

Business Analyst with Health, AI, and Contact Centre - SYDNEY

We are seeking a Mid-Level Business Analyst with proven experience in the health sector, AI-driven solutions, and contact centre environments. The successful candidate will have a strong track record in gathering and elaborating requirements, mapping business processes, and working closely with technical and business teams to deliver successful outcomes.

Over 8 years of experience as a business analyst with 3+ years of recent working experience on health sector projects, AI/automation initiatives, and/or contact centre transformation.

Key Responsibilities

• Elicit, document, and elaborate business and functional requirements through stakeholder workshops, interviews, and analysis.
• Work closely with stakeholders in health, AI, and contact centre domains to ensure solutions meet business needs.
• Develop process maps, workflows, and use cases to support solution design and implementation.
• Collaborate with solution architects, developers, and QA teams to ensure requirements are understood and met.
• Analyse current processes, identify gaps, and recommend improvements.
• Support user acceptance testing (UAT) by preparing test scenarios and verifying requirements.
• Ensure requirements and solutions align with regulatory, privacy, and security obligations in the health sector.

Skills & Experience

• Experience in health sector or other regulated industries.
• Exposure to AI-driven solutions and their application in healthcare or customer service.
• Experience in contact centre transformation or optimisation projects.
• Strong skills in requirements elicitation, elaboration, process modelling, and documentation.
• Familiarity with JIRA, Confluence, Visio, or Lucidchart.
• Understanding of data privacy, health compliance, and security considerations.
• Excellent stakeholder engagement and communication skills.

Desirable

• Experience with omni-channel contact centre solutions.
• Agile delivery experience.
• Knowledge of AI/ML concepts in healthcare and customer experience.

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Seniority level

• Seniority levelMid-Senior level

Employment type

• Employment typeFull-time

Job function

• Job functionResearch, Analyst, and Information Technology
• IndustriesIT Services and IT Consulting

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