Job Description Business Analysis Delivery Skills (Core) Solid BA project experience of delivering regulatory or policy-driven change Strong experience on Fraud designing processes Strong requirements documentation skills, including: Business requirements Functional requirements Non-functional and control requirements Ability to trace regulatory obligations through to operational and system impacts; Strong ability to interpret legislation, rules, and industry codes and identify implications Confident in challenging gaps, inconsistencies, or illogical solutions Able to connect dots across customer experience, risk, operations, and technology High attention to detail without losing sight of broader strategic intent Domain Knowledge Required Fraud and scam compliance domain knowledge (strongly preferred) Experience working with: Financial crime Consumer protection obligations Risk and compliance frameworks Exposure to SPF obligations, industry rules, or codes (highly desirable) Background in financial services or banking environments Requirements Contact Center Support Engineer (L1) Contact Center Operations Support experience.
Microsoft Dynamics 365 Contact Center knowledge (preferred).
Hands-on experience in at least one contact center platform: · Microsoft Dynamics 365 CC · Genesys Cloud · Amazon Connect · NICE CXone User-level troubleshooting and fault isolation.




Understanding of voice and digital contact center workflows.
Incident and Service Request Management.
Strong communication and stakeholder management skills.
Nice to have skills: Contact Center Support Engineer (L1) IVR troubleshooting.
SIP/VoIP fundamentals.
Contact center reporting and monitoring.
Network troubleshooting (WAN/LAN, CCNA knowledge).
CRM integration awareness.
Azure Communication Services exposure.
Microsoft Dynamics Omnichannel experience.
Certification in any Contact Center platform.
Detailed Job description: Contact Center Support Engineer (L1) Serve as the first point of contact for contact center support incidents and service requests.
Perform user-level troubleshooting and fault isolation across voice, chat, email, and digital channels.
Monitor contact center operations and identify service-impacting issues.
Log, classify, prioritize, and track incidents through resolution.
Escalate complex issues to L2/L3 support teams with appropriate diagnostics and documentation.
Coordinate with business users, operations teams, telecom teams, and technology stakeholders.
Support agent desktop, routing, IVR, omnichannel, and reporting-related issues.
Maintain knowledge articles, operational runbooks, and support documentation.
Participate in shift-based and on-call support as required

📌 Business Analyst With Fraud (New South Wales)
🏢 Xpt Software Australia
📍 New South Wales