Job Description
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24th September, ****n
The Opportunity
n 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.
n 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
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Lead requirements, functional specs and process design as operations move in-house
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Work with the CX team so processes, tooling and agent workflows lift servicing outcomes
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Engage product, technical PMs, solution architects, ops leaders and programme leadership
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Take AI (conversational AI, agent-assist, automation) from use case to live operations
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Work closely with technical teams on AWS (including Amazon Connect) and Microsoft Dynamics
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Own operational readiness and UAT through the transition from the outsourced provider
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About You
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Senior BA with contact centre or operational transformation delivery at programme scale
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Robust knowledge of contact centre technology: agent desktop, omnichannel, CCaaS
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Hands-on AI in contact centres, and experience landing it operationally, not just technically
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AWS and Dynamics experience (Amazon Connect highly regarded)
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Confident working with product, technology, CX and operations teams at the same time
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Insourcing, outsourcing or administrator migration experience highly regarded
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Super, wealth or financial services background strongly preferred
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📌 Business Analyst - Contact Centre (Victoria)
🏢 Desda Group
📍 Victoria