Back
Senior Contact Center Transformation Analyst
Full-time
Tech Mahindra is seeking a
Senior Business Analyst
to play a pivotal role in a large-scale Contact Centre and AI transformation program for a leading Australian telecommunications organisation.
This is not a traditional BA role focused solely on documentation. You'll sit at the heart of the transformation, partnering with business stakeholders, operations leaders, product owners, and technology teams to define future-state customer experiences, identify transformation opportunities, and ensure the right solutions are delivered.
If you are passionate about customer operations, AI-driven transformation, process improvement, and stakeholder engagement, this is an opportunity to work on a high-profile program delivering meaningful business outcomes.
About the Role
As the Senior Business Analyst, you'll act as the bridge between business and technology teams, translating operational challenges and strategic objectives into clear, actionable requirements.
You'll lead discovery workshops, map customer journeys, define success metrics, and support the delivery of AI, automation, and customer experience initiatives across contact centre operations.
Your ability to facilitate conversations, challenge assumptions, and influence stakeholders will be just as important as your analytical and documentation skills.
Key Responsibilities
Stakeholder Engagement & Discovery
Facilitate workshops with Operations, Product, Workforce Planning, Quality, and Training stakeholders.
Gather and analyze business objectives, pain points, customer contact drivers, and future-state requirements.
Define transformation goals, KPIs, and success measures across program workstreams.
Build trusted relationships with business and technology stakeholders.
Business Analysis & Requirements Management
Translate business needs into epics, user stories, acceptance criteria, and functional requirements.
Develop process maps, workflow diagrams, and customer journey maps for current and future-state operations.
Perform gap analysis across people, process, and technology.
Maintain requirements traceability throughout the project lifecycle.
AI & Automation Transformation
Support the identification and prioritisation of AI and automation opportunities.
Define business rules, exception handling, escalation paths, and operational requirements for automation solutions.
Work closely with Solution Architects and delivery teams to ensure business intent is reflected in technical solutions.
Validate AI-enabled solutions, including voice bots, chatbots, agent assist tools, and automated summaries.
Delivery & UAT Support
Participate in Agile ceremonies including backlog refinement, sprint planning, and sprint reviews.
Support User Acceptance Testing (UAT), including test scenarios, stakeholder coordination, defect tracking, and sign-off activities.
Act as the primary point of contact for requirements clarification during delivery.
Maintain project documentation, decision logs, and change registers.
Future-State Design
Contribute to the design of target operating models and transformed customer journeys.
Identify capability gaps and dependencies across business functions.
Support the development of transformation roadmaps and stage-gate deliverables.
About You
Essential Experience
6+ years' experience as a Business Analyst or Senior Business Analyst.
Minimum 3 years' experience within Contact Centres, Customer Operations, CX, or Customer Service environments.
Strong stakeholder engagement and workshop facilitation skills.
Demonstrated experience gathering, challenging, and refining business requirements.
Strong process mapping, workflow design, and journey mapping capabilities.
Experience writing user stories, epics, and acceptance criteria for Agile delivery teams.
Ability to define and measure business outcomes through KPIs and success metrics.
Exposure to AI, automation, digital transformation, or customer experience programs.
Australian market experience is required.
Technical & Business Capability
Understanding of Contact Centre platforms, IVR technologies, and customer service operations.
Familiarity with CRM platforms and API-based integration concepts.
Ability to interpret operational performance metrics such as:
Contact Volumes
Average Handle Time (AHT)
First Contact Resolution (FCR)
Customer Satisfaction (CSAT)
Quality and Productivity Metrics
Strong analytical, problem-solving, and documentation skills.
Desirable
Telecommunications, Utilities, Financial Services, or large-scale customer operations experience.
CBAP, IIBA, Agile, SAFe, or related certifications.
Experience supporting AI, automation, conversational AI, or digital transformation initiatives.
Why Join Tech Mahindra?
As part of Tech Mahindra, you'll work alongside industry experts delivering innovative transformation programs that combine customer experience, AI, automation, and emerging technologies.
This is an opportunity to influence the future of customer engagement while working with leading enterprise organisations on high-impact transformation initiatives.
Apply Now
If you're an experienced Business Analyst who thrives in complex stakeholder environments and enjoys turning business challenges into transformative solutions, we'd love to hear from you.
Submit your application today and be part of the next generation of Contact Centre and CX transformation.
