Senior Telephony Business Analyst – Health
2 weeks ago
We are seeking an experienced Senior Telephony Business Analyst to lead requirements, analysis, and solution design across Contact Centre/Telephony, CRM, Health, AWS Cloud, and AI initiatives. This role will act as a bridge between business stakeholders and technical teams, ensuring that business needs are clearly defined, prioritised, and delivered in alignment with organisational strategy.
Key Responsibilities- Lead workshops, interviews, and discovery sessions with health and IT stakeholders.
- Gather, document, and prioritise requirements for Telephony/Contact Centre solutions (Genesys, Amazon Connect, Avaya, Cisco, or equivalent).
- Drive integration requirements between Telephony and CRM platforms (Dynamics 365, Salesforce).
- Conduct AS-IS / TO-BE process modelling, gap analysis, and impact assessments.
- Collaborate with architects and vendors on AWS cloud deployments and AI/ML use cases (chatbots, NLP, predictive analytics, automation).
- Support development of business cases, investment papers, and traceability matrices.
- Mentor and provide guidance to junior analysts, ensuring consistent BA practice.
- Act as the senior liaison between business leaders, clinical teams, and technology delivery.
- 8–12+ years of BA experience, with at least 3+ years as a Senior BA/Lead BA.
- Proven expertise in Telephony / Contact Centre systems (Genesys, Avaya, Cisco, Amazon Connect, or similar).
- Strong CRM exposure (Dynamics 365, Salesforce).
- Experience in health sector programs with an understanding of data security and privacy requirements.
- Working knowledge of AWS cloud services and AI/ML applications.
- Proficiency in Agile delivery and tools (JIRA, Confluence, Azure DevOps).
- Excellent communication, facilitation, and stakeholder engagement skills.
- Professional Business Analysis certifications preferred
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