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, 2026

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 24th September, 2026

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 Apply For Job

📌 Senior BA: AI-Driven Contact Centre Transformation (Melbourne)
🏢 Desda Group
📍 Melbourne