Sr. Tech Consulting Business Analyst
Melbourne, Australia | Posted on 06/01/2026
Job Description
Job Summary:
We are looking for a skilled and dynamic Business Analyst to join our team (Australian Superannuation provider). The ideal candidate will work closely with business stakeholders to understand their needs, gather and document requirements, and ensure that solutions are implemented effectively within the digital environment. The candidate should ideally have knowledge and experience with Amazon Connect Contact Centre Solution, Dynamics CRM and its integration with Microsoft products, and external applications (data repositories, portal, registry). You will be responsible for transforming business requirements into functional specifications and ensuring that the solution is aligned with the business goals.
Key Responsibilities
* Collaborate with business stakeholders (BAs) to understand business requirements and translate them into functional specifications.
* Have strong communication skills and a consultative mindset to understand business problems and deliver end-to-end client outcomes.
* Assess proposed solutions not just for technical feasibility, but for alignment with long-term client strategic goals.
* Lead discovery sessions and elicitation workshops with diverse stakeholder groups.
* Document business processes, workflows, and pain points to recommend effective solutions.
* Translate complex data and technical jargon into clear, persuasive narratives for business decision-makers.
* Translate business requirements into well-defined technical user stories, identifying gaps, assumptions, and technical dependencies.
* Work closely with Solution Architects and Solution Designers to define contact‐centre technical implementation approaches.
* Facilitate and lead design and requirements workshops with cross‐functional teams.
* Leverage domain and industry knowledge to provide holistic advice across business functions.
* Design Amazon Contact Centre & CRM solutions that meet business needs and improve processes.
* Configure and customize CRM applications as required (entities, forms, views, workflows, business rules).
* Ensure alignment across integrations including AWS, Dynamics 365, APIs, and external systems.
* Participate in testing to ensure solution meets functional and non‐functional requirements.
* Act as the primary link between business strategy and technical implementation.
* Build peer‐level relationships with senior leaders and hold the attention of the room.
* Use change‐management skills to guide stakeholders through transformations and secure buy‐in for new solutions.
* Manage strategic digital projects, ensuring timelines, deliverables, and expectations are met.
* Participate in Daily Scrum calls, backlog grooming, review test cases, and answer technical queries.
* Develop and maintain strong relationships with key business stakeholders for smooth communication and project success.
* Support release planning and contribute to overall project roadmap discussions.
* Support end‐to‐end release management activities.
* Provide ongoing support during and after deployment, aiding users with troubleshooting and ensuring adoption.
* Create and manage reports, dashboards, and analytics within the platform.
* Monitor data integrity to keep system accurate, up‐to‐date, and effective for reporting.
Required Skills and Qualifications
* Postgraduate degree in Business Administration, Information Systems, or related field.
* 10+ years of experience as a Business Analyst, focusing on Contact Centre, CRM, and Microsoft products.
* Consulting mindset to identify and understand business challenges and opportunities, with domain context.
* Consulting approach to challenge decisions and status quo, and identify opportunities for enhancements and AI infusion.
* Strong understanding of Dynamics 365 Sales, Customer Service, Marketing core functionalities.
* Proven experience delivering solutions using Model‐Driven Apps and Canvas Apps, with Power Automate and workflows.
* Exposure to Amazon Connect integration with Dynamics 365 in a customer contact centre environment (nice to have).
* Solid understanding of API‐based integrations with Dynamics 365.
* Strong knowledge of data migration and transformation, especially using Azure Data Lake.
* High‐level understanding of superannuation domain concepts and operations.
* Experience supporting end‐to‐end release management, including UAT, hyper‐care, and post‐Go‐Live support.
* Strong communication skills (verbal and written), engaging both technical and non‐technical stakeholders.
* Excellent analytical and problem‐solving skills for documenting and interpreting business requirements.
* Experience with Agile/Scrum methodologies desirable.
Soft Skills
* Strong interpersonal and communication skills to work effectively with cross‐functional teams.
* Ability to prioritize and manage multiple tasks in a fast‐paced environment.
* High attention to detail and understanding of complex business needs.
* Self‐motivated, proactive, and comfortable working in a dynamic environment.
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