Technical Business Analyst

Technical Business Analyst – Salesforce | Contact Centre | Agile

We’re looking for a Technical Business Analyst with strong CRM and contact centre experience to join a high-impact customer transformation programme.

This role is ideal for a Senior Business Analyst who thrives in customer operations, customer experience (CX), and digital service environments, with hands-on experience across Salesforce CRM, contact centre platforms, and Agile delivery.

Key Responsibilities:

* Work as a Technical Business Analyst within Agile squads (Scrum / Sprint delivery)

* Lead customer journey mapping, process improvement, and service optimisation

* Support implementation and enhancement of Salesforce CRM and contact centre platforms (Amazon Connect, Genesys, NICE or similar)

* Drive customer experience transformation, including contact deflection, channel shift, and automation initiatives

* Collaborate with product, engineering, operations, and external vendors

Key Skills & Experience:

* Proven experience as a Business Analyst / Technical Business Analyst

* Strong experience with Salesforce CRM (configuration, reporting, dashboards)

* Background in contact centre / customer service / customer operations environments

* Experience with customer journey mapping, process re-engineering, and CX improvement

* Strong understanding of Agile / Scrum delivery models

* Exposure to AI, automation, conversational analytics, or chatbots is desirable

Desirable:

* Experience with Amazon Connect, Genesys, NICE, or other CCaaS platforms

* Background in utilities, telecoms, financial services, or retail

This is a fantastic opportunity to work on large-scale customer transformation programmes with real impact on customer experience and operational efficiency