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.

FinXL is seeking a Business Analyst to join our consulting team and be deployed with a leading Telco client on a key transformation engagement. Candidates must be Australian citizens or hold an active baseline or NV1 clearance.

Responsibilities

• Map and re-engineer current state contact centre processes.
• Work closely with development and testing teams to ensure solutions meet business needs.
• Facilitate workshops and manage stakeholders across business and technology domains.
• Create clear documentation, including BRDs, FSDs, and user stories.
• Support User Acceptance Testing (UAT) and defect resolution for new IVR features.
• Analyse and design end-to-end IVR call flows to optimise customer experience.
• Elicit, document, and manage technical and functional requirements for contact centre projects.

Key Skills & Experience

• Proven experience as a Technical Business Analyst or Business Analyst in a contact centre environment.
• Strong practical knowledge of IVR (Interactive Voice Response) systems and call flow design preferred.
• Excellent requirements gathering, analysis, and documentation skills.
• Experience operating within an Agile or hybrid delivery framework.
• Must hold or be eligible to obtain an Australian Government Security Clearance (NV1).

Next Steps

• Apply now and address your application to Julia Leung. Please note that due to the volume of responses, only shortlisted consultants will be contacted.