Telephony Business Analyst - Dynamics Contact Centre

Telephony Business Analyst - Dynamics Contact Centre
Remote based
Outside IR35
6 month contract

We're looking for a dynamic and detail-oriented Business Analyst to play a key part in shaping the future of telephony systems and business processes; ensuring alignment between business needs and technical solutions.

Key responsibilities

• Elicit, analyse, and validate business and system requirements to support the development of new or enhanced software, systems, and processes.
• Manage requirements throughout the delivery lifecycle, facilitating trade-offs that balance stakeholder needs with budgetary, technical, and regulatory constraints.
• Apply innovative thinking and past experience to improve products, services, and operational effectiveness.
• Ensure alignment between business and technical requirements, providing constructive challenge where needed.
• Write clear and comprehensive User Stories and Acceptance Criteria.
• Conduct user testing of developed features and stories to ensure they meet business expectations.
• Leverage market knowledge to bring creative, forward-thinking solutions to business challenges.

Key requirements

• Knowledge of the telephony implementation lifecycle
• Knowledge of telephony systems such as Dynamics Contact Centre
• Ability to work quickly, efficiently and methodically
• A strong team player who is confident in their ability
• Experience of cloud technologies and agile methodologies
• Very strong communication, influencing and negotiation skills
• Ability to build effective relationships with senior managers and other key internal and external stakeholders
• High impact presentation skills, demonstrated leadership skills and ability to think strategically
• Proactively sharing 'what works best' with others across the organisation
• Actively listens to the views of colleagues and business leaders, but also has the strength of character to challenge where required to ensure operational excellence
• Planning, organising, and managing skills, and ability to prioritise
• Broad knowledge and understanding of telephony products and services

If this role is of interest to you and you have all the required skills, please apply with an updated CV!

Carbon60, Lorien & SRG - The Impellam Group STEM Portfolio are acting as an Employment Business in relation to this vacancy.