Technical Business Analyst-Energy Client
Job Title: Technical Business Analyst-Energy Client
Location: Windsor, UK (Hybrid – 1 day per week onsite
Duration: 6Months+
Rate: 500GBP/Day Inside IR35
About the Role
We are seeking an experienced Technical Business Analyst to join a major customer transformation programme. The successful candidate will bridge the gap between business and technology teams, helping to modernise customer service capabilities through AI, digital channels, and contact centre technologies.
You will work closely with Product Engineers, Enterprise Architects, and cross-functional delivery squads to analyse the existing application landscape, identify opportunities for technical re-use, and support the delivery of innovative customer journeys.
Key Responsibilities
- Analyze the existing technical landscape, particularly IVR and customer service applications.
- Assess opportunities to re-use or enhance existing solutions for new Intelligent Virtual Assistant (IVA) journeys.
- Collaborate with Product Engineering teams to resolve technical queries and support solution design.
- Work alongside Enterprise Architects and delivery squads to identify dependencies and mitigate technical risks.
- Gather, analyse, and document business and technical requirements.
- Map customer journeys and recommend process improvements.
- Support Agile delivery teams throughout sprint planning, development, testing, and release cycles.
- Work with stakeholders across business and technology to ensure successful solution delivery.
Required Skills & Experience
- 6+ years of Business Analyst experience within Customer Service or Contact Centre environments.
- Strong technical understanding of enterprise application architecture.
- Experience working with Salesforce CRM, including configuration, reporting, and dashboards.
- Experience with Contact Centre platforms such as Amazon Connect or similar.
- Knowledge of AI-enabled customer service solutions, including:
- Intelligent Virtual Assistants (IVA)
- Automation
- Self-service solutions
- Conversational AI
- Speech-to-text
- Intelligent routing
- Strong customer journey mapping and business process improvement experience.
- Experience working within Agile delivery environments.
- Excellent analytical, communication, and stakeholder management skills.
- Ability to work independently while collaborating with multiple technical and business teams.
Desirable Experience
- Experience in the Energy or Utilities sector.
- Exposure to regulated industries such as Financial Services, Telecom, or Retail.
- Experience delivering:
- Contact deflection initiatives
- Failure demand reduction
- Digital customer transformation programmes
Soft Skills
- Excellent communication and presentation skills.
- Strong stakeholder management.
- Client-facing experience.
- Ability to coordinate across multiple vendors and technical teams.
- Strong negotiation and problem-solving abilities.
- Proactive and collaborative approach.
Ideal Candidate
An experienced Technical Business Analyst with a strong technical background in Customer Service, Contact Centre, Salesforce, and AI-enabled customer experience solutions, who can confidently bridge business requirements with technical delivery while working across multiple Agile teams.
Priyanka Sharma
Senior Delivery Consultant
Office: 02033759240
Email: psharma@vallumassociates.com