senior business analyst (ivr, call centre) in Melbourne CBD

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job details

melbourne cbd, victoria
job category
job type
reference number
santosh chacko, randstad
03 8319 1271
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job description

Our client is a highly recognised player in their domain of expertise.

With the advent of a number of Projects underway to improve the efficiencies within the organisation, they are currently seeking the services of an experienced Senior Business Analyst to join them as they embark on a project to improve efficiencies by using IVR to automate aspects relating to basic call centre functions.

The BA is required to write the Business Requirement Document (detailed requirements). Having experience in IVR / Telephony experience would be ideal.

Key skills required for the role:

  • > 8yrs experience as a Business Analyst
  • Strong detailed Requirements gathering experience
  • Strong experience in IVR or Telephony projects in a call centre setting - Ideal
  • Strong experience in Infrastructure projects - Ideal
  • Strong experience in writing “as is – to be”
  • Strong experience in Requirements traceability and traceability matrix
  • Risk, issue and dependency identification, analysis and action
  • Scope change impact analysis and change request definition
  • Test approach review and test defect investigation
  • Business change readiness analysis,
  • Process definition, communications and user training
  • Experience writing ‘Business’ cases – ideal
  • Ability to map technical details to user stories - Ideal
  • Strong stakeholder and vendor management and facilitation experience

This is an exciting opportunity to join a team of highly talented Peers who are passionate about their work, the company brand, and who are also highly engaged with the business to produce the best output possible.
If you think you have the right skills and experience, then please submit a cover-letter justifying your suitability for the role with regards to the above-mentioned points (e.g. 7yrs Agile Scrum, 2yrs BPMN) together with your resume and click on the ‘apply now’ tab.



Senior Business Analyst, IVR, Call Centre, Requirements Gathering, Traceability


Bachelors Degree in Relevant field.