Senior Business Analyst
A global specialist insurer is undertaking a major transformation programme to implement a new contact centre platform, with a strong focus on voice recognition and IVR (Interactive Voice Response) capabilities. They are seeking an experienced Business Analyst to support the design, implementation, and rollout of voice‐enabled customer journeys.
This role requires proven experience across contact centre implementation and voice technology - including IVR, NLU/NLP‐based speech recognition, and automated call routing - along with the ability to confidently bridge the gap between business stakeholders, technology vendors, and delivery teams within a fast‐moving programme environment.
Key Responsibilities:
- Leading requirements gathering and discovery sessions with contact centre operations, customer experience, and technology stakeholders to define and document business needs.
- Analysing and mapping current-state call flows, IVR journeys, and agent-handling processes — and designing target-state solutions aligned to the programme's operating model.
- Defining and documenting business requirements for voice recognition and NLU/NLP capabilities, including intent design, call routing logic, speech analytics, and self-service automation.
- Acting as the bridge between the business and technology vendors - evaluating platform capabilities (e.g. Genesys, Avaya, Amazon Connect, Nuance), translating requirements into functional specifications, and ensuring solutions meet business objectives.
- Supporting UAT design and execution, including scripting test scenarios for voice and IVR flows, validating speech recognition accuracy, and managing defect resolution.
- Producing clear, high-quality BA artefacts - process maps, user stories, functional specifications, data flow diagrams, and traceability matrices.
- Contributing to change readiness and adoption activities, including training materials, agent process guides, and stakeholder communications.
- Working within an Agile or hybrid delivery framework, contributing to sprint planning, backlog refinement, and iterative delivery across multiple workstreams.
Key Requirements:
- 8+ years of Business Analyst experience, with at least 2–3 years on contact centre implementation or transformation programmes.
- Demonstrable hands-on experience with voice recognition technology - IVR design, NLU/NLP intent modelling, ASR (Automatic Speech Recognition), or speech analytics platforms.