Business Analyst
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Business Analyst
We are looking for a Business Analyst to join a household entertainment brand, currently embarking on a unique, UK-wide transformation journey. As a Business Analyst, you’ll play a key role in shaping the future of their contact centre technology. You’ll collaborate with cross-functional teams and vendors to optimise platforms like AWS Connect, ServiceNow, and OpenText, driving seamless and efficient customer interactions.
- Lead workshops and discovery sessions to gather and document clear, actionable business and technical requirements
- Act as the bridge between business stakeholders, technical teams, and third-party providers to deliver scalable contact centre solutions
- Hands-on experience with contact centre platforms and technologies, telephony and CRMs (e.g. AWS Connect, ServiceNow, OpenText or equivalent )
- Analyse and improve contact centre processes, focusing on efficiency, automation, and customer experience
- Define and manage functional and non-functional requirements to guide development and configuration
- Support product owners and developers in delivering new features and resolving design challenges
- Identify opportunities to enhance service delivery and reduce handling times through better use of technology
- Hands-on experience with contact centre platforms and technologies, telephony and CRMs
Location: London, hybrid working (3 days in office)
Salary: circa. £65,000 + package
If this role could be of interest, please click apply.
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