Tech Analyst

7 days ago

NewcastleMaitland, Australia beBeeAnalytic Full time $120,000 - $140,000
Unlock the Power of Technology to Enhance Customer Experience

We are seeking a skilled Technical Product Analyst to join our team. As a key member of our Agent Experience & Telephony Platform team, you will play a crucial role in shaping the future of agent experience and customer engagement through innovative platforms like Amazon Connect.

Your primary responsibility will be to bridge the gap between operational needs and technical solutions. This involves collaborating with engineering, operations, and product teams to define and deliver agent tool enhancements. You will also translate complex business needs into actionable technical stories and user requirements, use data to support decision-making, platform optimisation, and performance improvement, engage stakeholders, gather feedback, and contribute to smooth feature rollouts.

Key Responsibilities:
  • Collaborate with cross-functional teams to define and deliver technical solutions that meet business needs
  • Translate complex business needs into actionable technical stories and user requirements
  • Use data to support decision-making, platform optimisation, and performance improvement
  • Engage stakeholders, gather feedback, and contribute to smooth feature rollouts
Requirements:
  • 2+ years in contact centre tech or operations, ideally with Amazon Connect
  • Strong skills in documenting user requirements and analysing data
  • Experience working in agile environments and collaborating cross-functionally
  • A natural communicator with a knack for solving problems and influencing change
  • PASSION FOR IMPROVING AGENT AND CUSTOMER EXPERIENCE THROUGH SMART TECH
Benefits:
  • New starter benefit to help set up a functional home workspace
  • 50% discount on employee health insurance + 35% off travel insurance
  • The opportunity to give back to the community through paid leave for volunteering
  • Access to corporate fitness discounts
  • Employee share plans, short-term incentive program, and life and salary continuance insurance benefits
Other Benefits:
  • 18 weeks paid parental leave for all new parents regardless of carer status
  • 5 days paid cultural leave for First Nations peoples and 4 weeks paid gender affirmation leave for trans, gender diverse, and intersex employees

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