Role: Business Analyst – Contact Center Program
Location: Sydney
Status: 12 Months fixed term contract
NOTE: Only applicants with Australia full work right, i.e., holding a valid visa will be considered for the role.
Role Overview
We are seeking a highly driven and business-savvy Business Analyst to support a large-scale Contact Centre transformation program. The ideal candidate will work closely with business stakeholders and delivery teams to translate business needs into clear, actionable requirements while ensuring alignment with strategic objectives.
Prior experience in Contact Center environments is mandatory.
Key Responsibilities
* Engage closely with business stakeholders to understand objectives, pain points, and operational needs within the Contact Center domain
* Translate business requirements into clearly defined functional and non-functional specifications
* Act as a bridge between business teams and technology/development teams, ensuring seamless communication and delivery alignment
* Facilitate workshops, requirement gathering sessions, and stakeholder discussions
* Work with development teams to clarify requirements, support design discussions, and ensure accurate implementation
* Drive process mapping, gap analysis, and solution definition for Contact Center processes (e.g., call flows, IVR, CRM integration)
* Support UAT planning and execution, ensuring business requirements are met
* Identify risks, dependencies, and ensure timely resolution of issues
Required Skills & Experience
* Proven experience as a Business Analyst in large transformation programs
* Mandatory experience in Contact Center environments (voice, IVR, omnichannel, CRM, workforce management, etc.)
* Strong understanding of Contact Center operations and workflows
* Demonstrated ability to work with both business stakeholders and development/technical teams
* Excellent communication, stakeholder management, and facilitation skills
* Strong analytical thinking with the ability to translate complex business needs into structured requirements
* Experience with Agile / Scrum delivery models preferred
Preferred (Nice to Have)
* Exposure to Contact Center platforms (e.g., Genesys, NICE, Amazon Connect, etc.)
* Experience in large-scale transformation or digital programs
* Knowledge of customer experience (CX) improvement initiatives
Infosys BPM is committed to creating a diverse and inclusive working environment. We actively support and encourage people of all backgrounds; gender, age, ethnicity, race, cultural background, disability, religion and sexual orientation to submit an application and aim to ensure that the recruitment and employee experience is as accessible and inclusive as possible.
We provide adjustments including alternate formats to the recruitment process for candidates including individuals with disability. If you require an adjustment to be made during the recruitment process (including alternate formats) or have an enquiry about the support provided, please contact HR Team on 02 8913 5900 or email to bpm.anz.careers@infosys.com
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