Business Analyst

1 day ago

Melbourne, Victoria, Australia FinXL IT Professional Services Full time $80,000 - $120,000 per year

Business Analyst - Contact Centre

Overview

FinXL IT Professional Services is a leading IT solutions organisation providing a broad range

of services to assist large Australian enterprises and Government departments to deliver IT

projects.

We're seeking a highly skilled Business Analyst to join our team. This role is critical for the

successful execution of our large-scale initiatives within the Contact Centre and/or

Interactive Voice Response (IVR). The ideal candidate will bridge the gap between business

needs and technical solutions, translating complex requirements into clear, actionable

specifications for development and implementation teams.

Key Responsibilities

  • Expertly elicit, define, and document detailed business, functional, and non-functional requirements from stakeholders across various levels.
  • Focus heavily on complex requirements for IVR call flows, self-service capabilities, and agent desktop integration.
  • Translate business needs into technical specifications, including User Stories, Use Cases, System Requirements Specifications, process maps, and data flow diagrams.
  • Document the technical aspects of the contact centre platform, including integrations with CRM, ticketing systems, and other back-end services.
  • Clearly communicate complex technical concepts and project updates to non-technical stakeholders.
  • Manage conflicts and prioritise requirements effectively to drive project momentum.

Essential Skills & Experience

  • 7+ years of experience as a Business Analyst, specifically working on large Contact Centre projects (NICE, Genesys, Cisco UCCE/UCCX, Amazon Connect, Five9, Avaya)
  • Deep understanding of core Contact Centre technologies and metrics including; IVR Design Principles, Speech Recognition (ASR), Text-to-Speech (TTS).
  • Proficiency with Agile and Waterfall methodologies.
  • Demonstrated ability to produce high-quality, unambiguous technical documentation.
  • You must be an Australian Citizen, with the ability to obtain NV1 clearance
  • Excellent communication skils

This role offers flexible location options in Melbourne, South Australia, and Perth. (M12)

  • Business Analyst

    2 weeks ago

    Melbourne, Victoria, Australia Paxus Full time

    We're seeking an experiencedBusiness Analystwith a strong background in thetelecommunications or networks domainto join a high-performing team. You'll bring business expertise, analytical excellence, and initiative to deliver outstanding outcomes for complex network and infrastructure projects.Key Responsibilities:Partner with business and technical...

  • Business Analyst

    2 weeks ago

    Melbourne, Victoria, Australia Downer Full time $80,000 - $120,000 per year

    We're seeking a Business Analyst to join our Finance Performance team in Energy & Utilities, offering competitive remuneration and the opportunity to contribute to impactful business transformation initiatives.Business Analyst - 12 Month ContractThe OpportunityDowner's Energy & Utilities division is seeking a Business Analyst to join our Finance Performance...

  • Business Analyst

    1 week ago

    Melbourne, Victoria, Australia Robert Walters Full time $90,000 - $120,000 per year

    An exciting opportunity has arisen for a Business Analyst specialising in Finance and Payroll to join a highly respected organisation based in Melbourne. This role offers the chance to play a pivotal part in a major digital transformation programme, supporting finance and payroll projects that will shape the future of the organisation.What You'll DoAs a...

  • Business Analyst

    1 day ago

    Melbourne, Victoria, Australia The Hassett Group Full time $90,000 - $120,000 per year

    ABOUT OUR CLIENTJoin a purpose-driven not-for-profit that's transforming lives across Australia. With a national footprint and a commitment to improving mental health, disability, and community care outcomes, this organisation is embarking on a major CRM transformation. They're seeking a highly capable Business Analyst to lead the RFP and discovery phase of...

  • Business Analyst

    3 days ago

    Melbourne, Victoria, Australia Milestone Information Technology Full time $90,000 - $120,000 per year

    Milestone IT is working with a leading client who is seeking an experienced Business Analyst with a strong background in Loyalty Program Management Systems. This role is a fantastic opportunity to be part of a high-impact program that enhances customer engagement and retention through advanced loyalty solutions.Key Responsibilities:Engage with business...

  • Business Analyst

    3 days ago

    Melbourne, Victoria, Australia Sky Nexus Full time $90,000 - $120,000 per year

    Company DescriptionSky Nexus is a trusted provider of IT services and consulting, specializing in information security solutions for small and medium-sized enterprises (SMEs). With a mission to empower SMEs with secure and reliable technology solutions, Sky Nexus understands the challenges SMEs face in navigating the complexities of information technology...

  • Business Analyst

    2 weeks ago

    Melbourne, Victoria, Australia Downer Group Full time $90,000 - $120,000 per year

    Business Analyst – 12 Month ContractThe OpportunityDowner's Energy & Utilities division is seeking a Business Analyst to join our Finance Performance team on a 12-month contract. Reporting to the Finance Manager, you'll play a key role in supporting operational transformation projects that standardise operating models across multiple business support...

  • Business Analyst

    1 week ago

    Melbourne, Victoria, Australia Aurec Full time $104,000 - $130,878 per year

    Please note only candidates with demonstrated tenure in the Utilities industry shall be contacted. Join a key initiative within a leading public services organization's Operating Model Program as a Business Analyst on the Asset Management Optimisation Project. This is a great opportunity to apply your expertise in process analysis and stakeholder...

  • Business Analyst

    1 week ago

    Melbourne, Victoria, Australia Precision Sourcing Full time $130,000 - $150,000 per year

    Senior Business Analyst - Payments - FTC Location: Melbourne (remote)Contract length: 12 months (definite extensions)Salary: $130-150k + super Role Overview As a Business Analyst, you will play a key role in bridging the gap between business needs and technical solutions. You will focus heavily on payments-related initiatives - including card systems,...

  • Business Analyst

    2 weeks ago

    Melbourne, Victoria, Australia Experis AU Full time $90,000 - $120,000 per year

    Our client is seeking a dynamic and experienced Business Analyst to join their transformation program within the higher education sector. This is a pivotal role for a professional who thrives in complex environments and is passionate about driving meaningful change through technology and process improvement. This will be a daily rate contract, with hybrid...