Technical Business Analyst

Technical Business Analyst (Contract)

Windsor, UK (Hybrid - 1 day per week onsite)

6 Months

We are seeking an experienced Technical Business Analyst to join a large-scale customer service transformation programme. You will work closely with Product Engineers, Enterprise Architects, and Agile delivery teams to support the evolution of contact centre technologies, customer journeys, and AI-enabled service solutions.

Key Responsibilities

• Analyse existing application architecture and customer service platforms.
• Support the transformation of IVR and AI-driven customer service capabilities.
• Gather and document technical and business requirements.
• Collaborate with architects, engineers, and cross-functional teams to identify dependencies and mitigate technical risks.
• Drive customer journey analysis, process improvement, and digital transformation initiatives.
• Support Agile delivery through sprint planning, user stories, and stakeholder engagement.

Required Skills & Experience

• 6+ years' experience as a Technical or Senior Business Analyst.
• Strong background in customer service, contact centre, or customer operations.
• Experience with Salesforce CRM and contact centre platforms (Amazon Connect or similar is desirable).
• Experience delivering AI-enabled customer service, automation, or self-service solutions.
• Strong knowledge of Agile delivery methodologies.
• Excellent stakeholder management, communication, and analytical skills.
• Experience within regulated industries such as energy, utilities, telecoms, financial services, or retail is advantageous.

If this is of interest, please apply!