• 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.

This role is being recruited in partnership by Recruitment Practice Lead Doug Hitos & Lead Recruiter Aparna Sharma. Doug & Aparna share more than 25 years IT recruitment experience. Both have been successful throughout their careers in placing the right candidate for the right job. To find out more about this opportunity, please ‘Apply Now’ or email Doug Hitos on [email protected]

We are in a position where our client can make an informed decision at speed to capture the best available candidates.

If you are looking for your next permanent opportunity, then act fast as this opportunity will not be available for long.