Job Description
Tech Mahindra is seeking a Senior Business Analyst to play a pivotal role in a large-scale Contact Centre and AI transformation program for a leading Australian telecommunications organisation.
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This is not a traditional BA role focused solely on documentation. You'll sit at the heart of the transformation, partnering with business stakeholders, operations leaders, product owners, and technology teams to define future-state customer experiences, identify transformation opportunities, and ensure the right solutions are delivered.
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If you are passionate about customer operations, AI-driven transformation, process improvement, and stakeholder engagement, this is an opportunity to work on a high-profile program delivering meaningful business outcomes.
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About the Role
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As the Senior Business Analyst, you'll act as the bridge between business and technology teams, translating operational challenges and strategic objectives into clear, actionable requirements.
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You'll lead discovery workshops, map customer journeys, define success metrics, and support the delivery of AI, automation, and customer experience initiatives across contact centre operations.
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Your ability to facilitate conversations, challenge assumptions, and influence stakeholders will be just as key as your analytical and documentation skills.
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Key Responsibilities
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Stakeholder Engagement & Discovery
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Facilitate workshops with Operations, Product, Workforce Planning, Quality, and Training stakeholders.
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Gather and analyze business objectives, pain points, customer contact drivers, and future-state requirements.
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Define transformation goals, KPIs, and success measures across program workstreams.
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Build trusted relationships with business and technology stakeholders.
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Business Analysis & Requirements Management
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Translate business needs into epics, user stories, acceptance criteria,



and functional requirements.
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Develop process maps, workflow diagrams, and customer journey maps for current and future-state operations.
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Perform gap analysis across people, process, and technology.
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Maintain requirements traceability throughout the project lifecycle.
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AI & Automation Transformation
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Support the identification and prioritisation of AI and automation opportunities.
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Define business rules, exception handling, escalation paths, and operational requirements for automation solutions.
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Work closely with Solution Architects and delivery teams to ensure business intent is reflected in technical solutions.
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Validate AI-enabled solutions, including voice bots, chatbots, agent assist tools, and automated summaries.
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Delivery & UAT Support
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Participate in Agile ceremonies including backlog refinement, sprint planning, and sprint reviews.
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Support User Acceptance Testing (UAT), including test scenarios, stakeholder coordination, defect tracking, and sign-off activities.
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Act as the primary point of contact for requirements clarification during delivery.
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Maintain project documentation, decision logs, and change registers.
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Future-State Design
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Contribute to the design of target operating models and transformed customer journeys.
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Identify capability gaps and dependencies across business functions.
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Support the development of transformation roadmaps and stage-gate deliverables.
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About You
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6+ years' experience as a Business Analyst or Senior Business Analyst.
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Minimum 3 years' experience within Contact Centres, Customer Operations, CX, or Customer Service environments.
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Strong stakeholder engagement and workshop facilitation skills.
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Demonstrated experience gathering, challenging, and refining business requirements.
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Strong process mapping, workflow design, and journey mapping capabilities.
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Experience writing user stories, epics, and acceptance criteria for Agile delivery teams.
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Ability to define and measure business outcomes through KPIs and success metrics.
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Exposure to AI, automation, digital transformation, or customer experience programs.
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Australian market experience is required.
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Technical & Business Capability
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Understanding of Contact Centre platforms, IVR technologies, and customer service operations.
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Familiarity with CRM platforms and API-based integration concepts.
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Ability to interpret operational performance metrics such as:
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Average Handle Time (AHT)
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Customer Satisfaction (CSAT)
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Quality and Productivity Metrics
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Strong analytical, problem-solving, and documentation skills.
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Telecommunications,
Utilities, Financial Services, or large-scale customer operations experience.
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CBAP, IIBA, Agile, SAFe, or related certifications.
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Experience supporting AI, automation, conversational AI, or digital transformation initiatives.
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Why Join Tech Mahindra?
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As part of Tech Mahindra, you'll work alongside industry experts delivering innovative transformation programs that combine customer experience, AI, automation, and emerging technologies.
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This is an opportunity to influence the future of customer engagement while working with leading enterprise organisations on high-impact transformation initiatives.
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📌 Senior Contact Center Transformation Analyst (New South Wales)
🏢 Tech Mahindra
📍 New South Wales