Senior Business Analyst

Are you ready to unlock your true potential? Who are we? #Tranzformd Tranzformd is a management consulting and program delivery company that leverages our extensive network of highly motivated, skilled and experienced professionals to deliver optimal results for enterprise business. With our bespoke, human-centric engagement style, Tranzformd partner with ambitious organisations to achieve transformational goals. We are passionate about transforming the consultants of today, into the consultants of the future. We empower our people to do their best work, providing exceptional training, development and mentoring programs and together, we produce world-class outputs. As a consultancy, we work on diverse projects that offer continuous learning, dynamic client interaction, and the opportunity to impact businesses of all sizes and sectors. We are seeking a Senior Business Analyst (BA) to lead and deliver a contact center and telephony upgrade programme for a client in the construction and holiday parks sector. This is a hands-on role requiring deep experience in business analysis, contact center technology, and customer experience transformation for an initial FTC role. You will work closely with stakeholders across operations, IT, and customer service to define requirements, shape solutions, and ensure the new platform meets the business' evolving needs. The opportunity #yourrole By joining Tranzformd, you will be working with ASX listed companies on transformation strategies, initiatives and programs of work. This might include but is not limited to the following:

• Lead business analysis activities for the contact center/telephony upgrade project from discovery through to implementation.
• Engage with business and technical stakeholders to capture requirements, map processes, and identify gaps in the current environment.
• Document business, functional, and non-functional requirements to support solution design and vendor implementation.
• Assess existing telephony systems (IVR, ACD, call routing, reporting, integrations with CRM/ERP).
• Support vendor selection and evaluate potential solutions against business needs.
• Collaborate with project managers, architects, and delivery teams to ensure alignment between business goals and technical implementation.
• Conduct workshops, process mapping, and impact assessments to support change readiness.
• Act as a bridge between operations and technology, ensuring customer experience, scalability, and compliance are at the forefront of solution design.
• Hands-on testing, validation, and support during UAT and rollout.
• Provide ongoing analysis, reporting, and recommendations to optimise telephony and contact center performance post-implementation.

Required Qualifications:

• Proven track record as a Senior Business Analyst on contact center or telephony transformation projects (Avaya, Cisco, Mitel, Genesys, Five9, Amazon Connect, or similar platforms).
• Strong hands-on BA skills: requirements gathering, process mapping, gap analysis, functional documentation, and stakeholder management.
• Understanding of customer service operations, contact center KPIs, and telephony workflows.
• Experience working in or with the construction, property, or leisure/holiday park industries is highly desirable.
• Familiarity with CRM integrations (Salesforce, Dynamics, or sector-specific platforms).
• Strong communication, facilitation, and influencing skills - comfortable engaging with senior stakeholders and end users.
• Analytical mindset with the ability to balance business priorities with technical constraints.
• Experience supporting UAT, training, and change management.

Who are you joining? The #Tranzformd community Our vision: To bring the best, most experienced talent on the market and pair it with a relentless commitment to excellence, quality, and risk management. The goal is to consistently achieve exceptional outcomes that exceed expectations. Varied and Impactful Projects:

• Varyed and Impactful Projects:
• Accelerated Professional Development:
• Collaborative & Supportive Environment:
• Work-Life Balance & Flexibility:
• Competitive Compensation & Benefits:

If you're ready to make a difference in the world transformation and work on exciting, diverse projects, join us at #Tranzformd, a consultancy that values innovation, growth, and teamwork.