BA for super fund's contact centre insourcing: agent desktop, real-time data & AI (Amazon Connect/Dynamics), UAT and ops readiness.
6 - 12 mths.
24th September, ****
The Opportunity
A major Australian super fund is bringing member servicing in-house from its outsourced administrator.
The contact centre has already moved across.
The next workstreams are agent desktop modernisation, near-real-time member data and AI across contact centre operations.
We're looking for an experienced Business Analyst to lead business requirements across technology, operations and member experience, and to keep a complex stakeholder group aligned and moving.
Key Responsibilities
Lead requirements, functional specs and process design as operations move in-house
Work with the CX team so processes, tooling and agent workflows lift servicing outcomes
Engage product, technical PMs, solution architects, ops leaders and programme leadership
Take AI (conversational AI, agent-assist, automation)



from use case to live operations
Work closely with technical teams on AWS (including Amazon Connect) and Microsoft Dynamics
Own operational readiness and UAT through the transition from the outsourced provider
About You
Senior BA with contact centre or operational transformation delivery at programme scale
Solid knowledge of contact centre technology: agent desktop, omnichannel, CCaaS
Hands-on AI in contact centres, and experience landing it operationally, not just technically
AWS and Dynamics experience (Amazon Connect highly regarded)
Confident working with product, technology, CX and operations teams at the same time
Insourcing, outsourcing or administrator migration experience highly regarded
Super, wealth or financial services background strongly preferred
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📌 Business Analyst - Contact Centre (Melbourne)
🏢 JobAdder Operations Pty
📍 Melbourne