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.