Business Analyst Contact Centre (contract role)

In this role you will act as the primary conduit between our clients and the technical delivery team ensuring that every business requirement is translated into a seamless digital experience. As a client-facing Business Analyst your focus will be on leading strategic discovery sessions and workshops to uncover the unique operational challenges our clients face. You wont just be documenting needs; you will be advising stakeholders on how to best leverage technology to transform their customer service operations and improve agent efficiency.

The technical heart of this position is the implementation of the Microsoft Dynamics contact center solution. You will be responsible for mapping out complex workflowsranging from omnichannel routing and IVR logic to the integration of AI-driven insightsspecifically within the Dynamics 365 ecosystem. Your expertise will ensure that the solution is not only technically sound but also aligned with the clients broader business goals such as reducing average handle time or increasing first-contact resolution.

Collaboration is a cornerstone of this role at NCS. You will work closely with developers and architects to ensure the feasibility of your functional designs while simultaneously managing the expectations of client leadership. From drafting detailed user stories to overseeing the User Acceptance Testing (UAT) phase you will maintain a rigorous focus on quality and value delivery. This is a high-visibility position that requires a unique blend of technical literacy analytical precision and the interpersonal skills necessary to guide a client through a major digital transformation.

Qualifications :

• Requirements Elicitation & Gathering: Proven ability to lead discovery sessions and workshops using diverse techniques to capture comprehensive business requirements from both technical and non-technical stakeholders.

• Microsoft Contact Center Expertise: Direct experience implementing or optimizing Microsoft Dynamics 365 contact center solutions including a deep understanding of the Digital Contact Center Platform Omnichannel for Customer Service and integrated Voice/IVR capabilities.

• Process Mapping & Optimization: Expert-level skills in documenting As-Is and designing To-Be business processes specifically tailored to modern contact center workflows and customer journeys.

• Gap Analysis: Strong ability to evaluate business needs against Microsoft Dynamics 365 out-of-the-box features to identify and document where custom configurations or Power Platform extensions are required.

• Agile Documentation: Proficiency in translating complex functional needs into high-quality User Stories and clear Acceptance Criteria within a Product Backlog.

• Stakeholder Management: Exceptional interpersonal skills to manage client expectations navigate conflicting priorities and facilitate consensus among diverse stakeholder groups in a consultancy environment.

• Functional Specification Design: Ability to bridge the gap between business and IT by creating detailed functional design documents that technical architects and developers can execute with precision.

• UAT Orchestration: Experience defining test strategies and leading User Acceptance Testing (UAT) to ensure the final solution meets all business objectives and provides a seamless experience for contact center agents.

• Domain Knowledge: A solid understanding of contact center metrics (SLA AHT CSAT) telephony integration (CTI) and AI-driven engagement strategies like Copilot or sentiment analysis.

Additional Information :

Why join us: 

NCS Australia is where you can feel at home nurturing your talents and skills as we make tomorrow together one day at a time. Our benefits include paid parental leave initiatives focused on your well-being and discounted health insurance. You will also enjoy discounts on various products and services and be regularly recognised and rewarded for high performance. We are committed to your career development through our Capability Fingerprint industry and partner training programs special interest groups and an AI-driven learning platform. No matter where you are in your career we offer meaningful work and opportunities for growth.

NCS Australia is an equal-opportunity employer and we take pride in our commitment to valuing and supporting our people and the communities we are dedicated to attracting retaining and developing our people regardless of gender identity ethnicity sexual orientation disability and age. Applications are encouraged from all sectors of the community and we strongly encourage applications from the Veterans Aboriginal and/or Torres Strait Islander community.

At NCS Australia we are committed to supporting adjustments throughout the recruitment and selection process as well as during employment. We actively support and encourage people with disability to apply. 

Agencies:

Weve got this. We request that you do not contact NCS employees outside of the Talent Acquisition team. NCS exclusively accepts resumes from agencies on our preferred supplier panel through the NCS Agency Portal. Agencies that submit resumes must have a valid fee agreement and be assigned to the particular requisition by the Talent Acquisition team. Any resumes that are submitted outside of this process will become the sole property of NCS. If a candidate is hired outside of this process no fee or payment will be given.

Work rights and background checks: 

To be eligible for a position with us applicants will need to have valid work rights for Australia and be willing to undergo a comprehensive background checking process including probity and police checks

Remote Work :

No

Employment Type :

Full-time