Business Analyst

3 days 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)

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