Technical Business Analyst

• Melbourne Location
• Initial assignment until June 30th, 2027, with potential extensions
• Hybrid work environment

 
Green Light Worldwide have a requirement with our client partner for a Technical BA to join their team for an initial assignment until June 30, 2027, with potential to extend.

Responsibilities:

• Contribute to ongoing customer service transformation initiatives, with a focus on enhancing Amazon Connect and AI-driven chat capabilities
• Gather, analyse, and document business requirements, including user stories, process flows, and acceptance criteria
• Partner with operational stakeholders to identify opportunities for process optimisation that improve both customer and agent experiences
• Assist in the design and continuous improvement of IVR journeys and call routing strategies
• Translate business objectives into clear, actionable inputs for engineering and customer experience teams

 
Requirements:

• Demonstrated experience (5+ years) as a Business Analyst, with strong knowledge of contact centre environments (e.g. IVR, routing strategies, performance metrics)
• Essential: Hands-on experience working with Amazon Connect
• Solid background in Agile delivery, with hands-on use of tools such as Jira and Confluence
• Ability to bridge business and technical teams by converting requirements into implementable solutions
• Proven involvement in customer service or operational transformation initiatives
• Familiarity with AI and automation tools within contact centres (e.g. chatbots, call deflection technologies)
• Experience with customer journey mapping and designing omni-channel experiences
• Strong understanding of contact centre data and performance metrics

 
About Green Light Worldwide
We are an Australian onshore services company that provides technology capability across ANZ and Asia. Our services range from day-to-day operational activities, through project delivery, to more strategic and transformational programs. At Green Light, we are committed to creating a diverse and inclusive workplace where everyone feels valued and respected. We are proud to be an equal opportunity employer and do not discriminate on the basis of race, religion, colour, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.
 
We encourage applications from all backgrounds and communities, and we are dedicated to providing a fair and accessible recruitment process for all candidates. During the recruitment process, if you require any accommodations or modifications please reach out to ***************@greenlightworldwide.com or call +61 9247 3799.
 
How to apply
Click “APPLY” or contact Stephen at ********@greenlightworldwide.com or call at 0411132*** for a confidential discussion with Green Light Worldwide