​Key Responsibilities:

1. Understand what currently exists from a technical standpoint in IVR – energy/services side of it

2. Make recommendations on how to re-use/re-purpose that for IVA journey

3. Support product engineers (internal team who is responsible for developing the solution) when they have technical queries etc.

4. Cooperate with enterprise architect and other squads to understand the dependencies, de-risk any technical constraints .

Experience

• 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.
  

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.

If this position is of interest to you, apply now!