Senior Business Analyst – CRM / CCaaS

6-month contract | Hybrid working

We’re looking for an experienced Senior Business Analyst to support the implementation of a new CRM and Contact Centre as a Service (CCaaS) solution.

The role

You’ll play a key role throughout the implementation phase, working with business stakeholders and implementation partners to define requirements, shape the future-state operating model and translate business needs into clear, actionable deliverables.

Key responsibilities will include:

• Designing and leading discovery workshops

• Facilitating structured discussions to clarify requirements and desired outcomes

• Developing target-state process views and business rules

• Identifying data and integration impacts

• Maintaining assumptions, dependencies and decision logs

• Creating user stories and outcome-focused acceptance criteria

• Producing clear artefacts that implementation partners can use for solution design and delivery

• Supporting stakeholders throughout the design and implementation life cycle

What we’re looking for

• Strong Senior Business Analyst experience within CRM and contact centre solution implementations

• Demonstrated experience working through the implementation phase of complex technology programmes

• Experience with Salesforce, Microsoft Dynamics or a comparable enterprise CRM platform

• Strong workshop design, facilitation and stakeholder engagement skills

• The ability to translate complex business requirements into practical implementation artefacts

• Experience working within FMA compliance requirements or a regulated financial services environment

• Excellent communication, analytical and documentation skills

This is an excellent opportunity to contribute to a significant customer and technology transformation programme.

If you are interested in this opportunity APPLY now or send your CV to amber.shaw@talentinternational.com