Technical Business Analyst
Key Responsibilities:
- Understand what currently exists from a technical standpoint in IVR – energy/services side of it
- Make recommendation on how to re-use/re-purpose that for IVA journey
- Support product engineers (internal team who is responsible for developing the solution) when they have technical queries etc.
- Cooperate with enterprise architect and other squads to understand the dependencies, de-risk any technical constraints .
• Proven experience as a Senior Business Analyst with strong technical background within customer service, contact centre, or customer operations environments.
• Strong background in customer journey analysis and process re-engineering.
• Experience supporting digital and AI-enabled customer service solutions, including automation, assisted service, or self-service.
• Experience working with CRM and contact centre platforms, ideally Salesforce and/or Amazon Connect (or equivalent).
• Experience operating in Agile delivery environments, supporting squads through sprints and releases.
• Exposure to AI tools, conversational analytics, speech-to-text, or intelligent routing.
• Experience within regulated or large-scale consumer services organisations (energy, utilities, telecoms, financial services, retail).
• Demonstrable experience working on failure demand reduction, contact deflection, or channel shift initiatives.
Experience Required:
• Experience in customer service, Contact Center
• Knowledge in Salesforce CRM, configuration, reporting, and dashboard creation
- Experience working as an Individual contributor
- Experience of Agile Processes
Energy Industry exposure will be an advantage.