Job Title

Business AnalystWe are looking for a Business Analyst to join a household entertainment brand, currently embarking on a unique, UK-wide transformation journey. As a Business Analyst, you’ll play a key role in shaping the future of their contact centre technology. You’ll collaborate with cross-functional teams and vendors to optimise platforms like AWS Connect, ServiceNow, and OpenText, driving seamless and efficient customer interactions.Lead workshops and discovery sessions to gather and document clear, actionable business and technical requirementsAct as the bridge between business stakeholders, technical teams, and third-party providers to deliver scalable contact centre solutionsHands-on experience with contact centre platforms and technologies, telephony and CRMs (e.g. AWS Connect, ServiceNow, OpenText or equivalent )Analyse and improve contact centre processes, focusing on efficiency, automation, and customer experienceDefine and manage functional and non-functional requirements to guide development and configurationSupport product owners and developers in delivering new features and resolving design challengesIdentify opportunities to enhance service delivery and reduce handling times through better use of technologyHands-on experience with contact centre platforms and technologies, telephony and CRMsLocation: London, hybrid working (3 days in office)Salary: circa. £65,000 + packageIf this role could be of interest, please click apply.