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Senior Business Analyst - Contact Centre Solutions

PAXUS - Brisbane Grove, NSW

Source: uWorkin

Source: uWorkin


Play a crucial role in the selection and implementation of a new contact centre solution.


Play a crucial role in the selection and implementation of a new contact centre solution.

Working on a major contact centre refresh project, you will be a key member of a high performance team working for a large Qld Government department.


  • Define and document current ('as-is') contact centre technology solutions used and make recommendations to enable the preparation of a business case and support the development of procurement documentation to replace and refresh the current solutions.
  • Functional and business requirements gathering
  • Research, analyse, evaluate and advise on business and solution requirements and implement recommended actions required to achieve the objectives of the contact centre technology refresh project.
  • Participate in a multi-disciplinary professional team, undertake tasks and contribute to deliverables to support the specific scope and objectives of the contact centre technology refresh project.

Skills required:

  • Proven experience in a similar role where you have managed the requirements gathering process for a new contact centre solution
  • Proven ability to deliver in accordance with various formal methodologies, including Prince2 and Agile
  • High level analytical, conceptual and innovative problem solving skills including the ability to independently research, analyse, develop and compile options to report and provide recommendations on as required.
  • Highly developed skills in written and oral communication, consultation, participative decision-making and negotiation with demonstrated ability to interact effectively with a diverse range of key stakeholders and ability to build positive relationships in an environment of change.
  • Ability to develop, facilitate and deliver presentations, workshops, meetings, training and information sessions relating to the solution to customers and other staff and ability to translate business needs to technology specifications and solutions.

Reference Number: 200199456_161302760041081

Contact Details: Anita Cunningham