* 6-to-12-month contract + extensions
* Australian Citizens (federal government)
* Contact Center focus
About the Role
We are seeking a Technical Business Analyst with a strong background in documentation and a passion for driving clarity and precision across technical and business domains. The ideal candidate will have previous experience working in or with contact centers, and a proven ability to translate complex requirements into clear, actionable deliverables.
Key Responsibilities
* Collaborate with stakeholders to gather, analyse, and document business and technical requirements.
* Develop high-quality documentation including business cases, functional specifications, process flows, and user guides.
* Work closely with development teams to ensure requirements are accurately translated into technical solutions.
* Facilitate workshops, interviews, and meetings to elicit requirements and validate solutions.
* Support testing and implementation phases by ensuring traceability and alignment with business needs.
* Identify opportunities for process improvement within Contact Center operations and technology platforms.
About You
* 3+ years' experience as a Technical Business Analyst or similar role.
* Strong documentation skills with attention to detail and clarity.
* Experience in Contact Center environments (e.g., telephony systems, workforce management, CRM platforms).
* Excellent communication and stakeholder engagement skills.
* Familiarity with Agile and Waterfall methodologies.
* Proficiency in tools such as JIRA, Confluence, Visio, and Microsoft Office Suite.
* Must be an Australian Citizen as you'll need NV1 Clearance
Desirable Skills
* Experience with cloud-based Contact Center platforms (e.g., Genesys, Amazon Connect, Five9, NICE).
* Understanding of data flows, APIs, and system integrations.
* Business process modelling and reengineering experience.
for more info contact Aparna on
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