Business Analyst (IVR / Call Centre)
Leading Telco client (consulting through FinXL)

FinXL Professional Services is a leading IT consultancy that partners with clients to bridge the gap between business needs and technology capabilities. Since 2003, we've been delivering high-value ICT services across government, finance, telecommunications, and enterprise sectors.

Ready to shape the future of telco contact centre technology & services? FinXL is seeking a Business Analyst (IVR / Call Centre) to join our consulting team and be deployed with a leading Telco client on a key transformation engagement.

Please note: Due to the nature of this project, Australian Citizenship is required. An existing NV1 security clearance is highly desirable.

Responsibilities

• Elicit and document technical and functional requirements.
• Analyse and map complex IVR and contact centre call flows.
• Translate business needs into detailed technical specifications.
• Act as a key liaison between business stakeholders and technical teams.
• Create and maintain comprehensive project and system documentation.
• Facilitate workshops to define and refine business processes.
• Support the delivery and testing phases of the project.

Key Skills & Experience

• Proven experience working as a Technical Business Analyst.
• Strong expertise in IVR systems and call flow design is essential.
• Demonstrable experience within large-scale contact centre environments.
• Excellent stakeholder engagement and communication skills.
• Ability to work effectively on major government projects.
• Strong analytical and problem-solving abilities.
• Experience in Agile or hybrid delivery environments is beneficial.

Why Join FinXL?

• Work on a high-profile government transformation project.
• Utilise your specialist IVR & contact centre skills.
• Secure a long-term consulting role with a major Telco.

Next Steps

If you would like to apply for this opportunity, please submit your CV via SEEK.

Please note that due to the volume of responses, only shortlisted consultants will be contacted.