This role supports a major Sales & Service transformation program, focused on implementing a single, unified telephony and omnichannel solution across ANZ and Asia. You'll join at the foundation phase, helping shape strategy, validate requirements and support vendor selection for a critical enterprise-wide initiative.
What you'll do
* Validate and prioritise telephony and omnichannel requirements across Sales, Service, Finance, Tech and Facilities
* Lead business analysis to support vendor evaluation and solution selection
* On-prem → cloud telephony migrations
* CRM integration (screen/voice pop, call recordings, transcripts, activity capture)
* Omnichannel environments – voice + chat (ideally broader digital channels)
* Supporting both Sales and Service teams
* Multi-country rollouts (highly desirable)
* Challenge assumptions and recommend modern, scalable alternatives
* Partner closely with program leadership, enterprise architecture, procurement and vendors
What you'll bring (essential)
* Senior Business Analyst experience with strong telephony expertise
* Deep knowledge of on-prem PABX and cloud telephony platforms
* Proven experience migrating telephony solutions
* Experience with IVR, call routing and contact centre technologies
* Exposure to platforms such as Genesys, AWS Connect or NiCE (Genesys or AWS Connect preferred)
* Salesforce Service Cloud experience highly desirable
* Comfortable working across multiple teams and markets
Nice to have
* Omnichannel integrations with Salesforce
* Analytics, sentiment analysis or workforce management tools
* Willingness to travel within Asia (if required)
Why join?
This is a ground-floor opportunity in a high-impact transformation program, with strong future pathways into AI-enabled service and emerging technologies.
If you have the skills above and are interested in applying for the position please send your CV to Kyla@iterate.com.au
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