Business Analyst

Pty; Cape Town; On-site; ZAR 500 000 - 700 000; Full time

Job summary

A consulting firm in Cape Town is seeking an experienced Business Analyst to support Contact Centre and telephony projects. The ideal candidate should have hands-on experience with telephony systems including PBX, IVR, and ACD. Responsibilities include gathering requirements, analyzing processes, designing solutions, and liaising between technical teams and business stakeholders. A Bachelor’s degree in IT or a related field is preferred, along with strong analytical and communication skills.

Qualifications

• Strong analytical skills and problem-solving capabilities.
• Hands-on experience with telephony systems including PBX, IVR, and ACD.
• Proficiency with BA methodologies like BABOK, Agile, and Waterfall.

Responsibilities

• Gather and document requirements from stakeholders.
• Analyze current business processes for efficiency.
• Design and propose solutions that enhance systems.
• Liaise between technical teams and business units.
• Create detailed documentation and generate reports.
• Assist in training staff affected by new systems.

Skills

Analytical thinking

Problem-solving

Data modelling

Process mapping

Requirements definition

Communication skills

Interpersonal skills

Planning

Organization

Education

Bachelor’s degree in IT, Business Information Systems, or related field

Tools

PBX

IVR

ACD

CTI

CRM integration

D365

Databases

Job description

CyberPro Consulting is looking for an experienced Business Analyst to support Contact Centre and telephony projects. The ideal candidate will have hands‑on experience with telephony systems, including PBX, IVR, ACD, and CRM integration, and will be comfortable working in fast‑paced, large‑scale projects.

This role involves gathering requirements, analyzing processes, designing solutions, and liaising between technical teams and business stakeholders to ensure smooth delivery and adoption of contact centre technologies.

Core Responsibilities

• Gather and Document Requirements: Interview stakeholders to understand current telephony processes, identify pain points, and define needs for new or improved systems.
• Analyze Business Processes: Evaluate workflows and systems to identify opportunities for efficiency, cost savings, and enhanced customer service.
• Design and Propose Solutions: Recommend improvements to communication strategies and system enhancements; articulate benefits to stakeholders.
• Liaison and Communication: Act as the link between technical teams (developers, network engineers) and business units, translating requirements clearly.
• Reporting and Documentation: Create detailed documentation of proposed changes, project progress, and system specifications; generate reports to communicate insights.
• Training and Support: Assist in developing and delivering training materials and provide support for employees affected by new systems and processes.

Business analyst: Analytical thinking, problem‑solving, data modelling, process mapping, requirements definition, and proficiency with BA methodologies (e.g., BABOK, Agile, Waterfall).

Telephony Technical: Knowledge of PBX, IVR, ACD, CTI, and CRM integration. Experience with network protocols, middleware, D365, and databases.

Soft Skills: Excellent verbal, written, and listening communication skills, interpersonal skills, planning, organization, and ability to work with diverse stakeholders.

Qualifications: Bachelor’s degree in IT, Business Information Systems, or related field preferred. Industry‑recognized BA certification is an advantage.