Business Analyst (Contact 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.

FinXL is seeking a Business Analyst (Contact Centre) to join our consulting team and be deployed with a leading Telco client on a key Contact Centre engagement, working on modern technologies.

Responsibilities

• Lead workshops to elicit, analyse, and document detailed business requirements

• Define and map As-Is and To-Be business processes for contact centre operations

• Translate business needs into functional specifications and detailed call flow designs

• Configure NICE CXone platform requirements for IVR, routing, and escalations

• Act as primary liaison between business units, IT teams, and project managers

• Create and maintain BRDs and functional specifications

• Support testing teams to define UAT criteria and clarify requirements

Key Skills & Experience

• Proven experience as a Business Analyst in complex Contact Centre environments

• Experience with NICE CXone technology and its capabilities (or similar contact centre technologies)

• Expertise in requirements elicitation, workshop facilitation, and process mapping

• Strong understanding of contact centre operations, call routing, Interactive Voice Response (IVR), and WFM

• Proficiency with BA tools and methodologies such as JIRA, Confluence, and Agile

• Ability to bridge the gap between business stakeholders and technical teams

• Australian Citizenship is required for this specific engagement

Why Join FinXL?

• Work on a critical NICE CXone transformation program

• 6-month initial term with 12 months of anticipated work

• Join a supportive team delivering high-value IT services

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.