Senior Business Analyst - Contact Centre Technology (Remote)

IAG; Sydney; On-site; AUD 120,000 - 170,000; Full time

Benefits offered by this job

Superannuation 13%

Work from home flexibility

Parental leave

Learning benefits

Job summary

IAG, a leading general insurer in Australia and New Zealand, seeks a Senior Business Analyst for Contact Centre Technology to bridge business demand with technology delivery across Sydney, Brisbane, or Melbourne. You will shape requirements, produce epics and user stories, and help prioritise work for sprint delivery.

You’ll collaborate with product, engineering and analytics teams, leveraging platforms like NICE CXone and IEX, and you’ll use Jira/Confluence to maintain clear documentation and

Qualifications

• 5+ years as a business analyst on complex technology change, ideally in a contact centre, telephony or customer-engagement domain
• Strong requirements elicitation, analysis and documentation: BRDs, epics, features, user stories and BDD (Given-When-Then) acceptance criteria
• Demand shaping and backlog management: grooming, prioritisation, estimation and sprint-readiness, with disciplined use of Jira and Confluence
• Workshop facilitation with mixed business and technical audiences, and strong stakeholder management and expectation-setting
• Persona development, current/future-state journey mapping, and process analysis and design
• Working knowledge of contact centre platforms (NICE CXone, Cisco or a comparable platform, IVR, routing, telephony, workforce management, call recording, interaction analytics) and of AI applied to contact centres, or the ability to get up the curve quickly
• Understanding of integration patterns, data flows and non-functional requirements
• Strong Agile delivery experience (Scrum/SAFe), and comfort in hybrid delivery environments
• Excellent written, verbal and presentation communication, able to translate between business and technical audiences
• Root cause analysis, critical thinking and problem solving
• Experience in regulated environments; financial services experience desirable
• A working knowledge of design thinking

Responsibilities

• Act as the senior BA accountable for managing Contact Centre Technology engagement and its front door demand processes, bringing structure, clarity and alignment to a high volume of change
• Elicit, analyse and document business, functional and non-functional requirements, and translate them into epics, features and user stories with clear acceptance criteria (Given-When-Then) and a clear Definition of Ready
• Provide effort estimates and support prioritisation so demand can be planned and sequenced realistically
• Bring a working knowledge of contact centre platforms (NICE CXone, the remaining Cisco estate, IEX workforce management, Nexidia analytics and emerging AI) so requirements are technically grounded and feasible
• Support the shift to intelligent operations by making demand, requirements and delivery transparent, data-driven and measurable

Skills

5+ years experience

Requirements elicitation

Backlog management

Stakeholder management

Workshop facilitation

Journey mapping

Agile delivery

Communication

Root cause analysis

Regulated environments

Design thinking

Education

Bachelor's degree in Business/IT or related field

IIBA/BABOK certification desirable

Tools

Jira

Confluence

Job description

IAG, a leading general insurer in Australia and New Zealand, seeks a Senior Business Analyst for Contact Centre Technology to bridge business demand with technology delivery across Sydney, Brisbane, or Melbourne. You will shape requirements, produce epics and user stories, and help prioritise work for sprint delivery.

You’ll collaborate with product, engineering and analytics teams, leveraging platforms like NICE CXone and IEX, and you’ll use Jira/Confluence to maintain clear documentation and