Senior BA: AI-Driven Contact Centre Transformation

Desda Group

Melbourne

On-site

AUD 120,000 - 170,000

Full time

14 days+

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Job summary

JobAdder Operations Pty, a major Australian super fund project, seeks a Senior Business Analyst to lead business requirements across technology, operations and member experience, aligning a large stakeholder group through insourcing of member services.

You will drive agent-desktop modernisation, near-real-time member data and AI across contact centre operations, coordinating with CX, product, tech and operations teams to ensure successful transition.

Qualifications

Senior BA with contact centre or operational transformation at programme scale.
Strong knowledge of contact centre technology: agent desktop, omnichannel, CCaaS.
Hands-on AI in contact centres, and experience landing it operationally, not just technically.
AWS and Dynamics experience (Amazon Connect highly regarded).
Confident working with product, technology, CX and operations teams at the same time.
Insourcing, outsourcing or administrator migration experience highly regarded.
Super, wealth or financial services background strongly preferred.

Responsibilities

Lead requirements, functional specs and process design as operations move in-house.
Work with the CX team so processes, tooling and agent workflows lift servicing outcomes.
Engage product, technical PMs, solution architects, ops leaders and programme leadership.
Take AI from use case to live operations.
Work closely with technical teams on AWS (including Amazon Connect) and Microsoft Dynamics.
Own operational readiness and UAT through the transition from the outsourced provider.