Business/Systems Analysts (IT) - Randstad

Technical Business Analyst - Customer AI AdoptionMelbourne VIC | 12 Month Contract | Hybrid Working

We are currently seeking an experienced Technical Business Analyst to join a large-scale customer service transformation program focused on AI adoption, contact centre uplift, and digital customer experience improvements.

This is an exciting opportunity to work across modern customer engagement technologies, including Amazon Connect, AI chat experiences, automation initiatives, and omni-channel customer journeys.

Based in Melbourne, this role offers a hybrid working model of 3 days in the office and 2 days from home.

Key Responsibilities

• Support customer service transformation initiatives focused on Amazon Connect and AI-enabled customer experiences
• Elicit, analyse, and document business and technical requirements
• Create user stories, process maps, functional documentation, and acceptance criteria
• Work closely with operational...