Customer Experience Business Analyst

Project overview

Role: Contact Centre/Customer Experience Business Analyst

Contract: 4-6 month initial contract with potential extensions, Inside IR35

Project details

Fully remote

Description

We are looking for an experienced Customer Experience Business Analyst to support a major Contact Centre and CX technology transformation programme.

The successful candidate will work across business and technology stakeholders to understand the existing contact-centre landscape, capture requirements and use cases, document current configurations and help define future technology requirements.

This role would suit a BA with strong Experience in contact centres, Customer Experience and CCaaS technologies rather than purely generic business analysis.

Key Responsibilities

Lead requirements gathering across Customer Experience and Contact Centre stakeholders.

Capture and document functional and non-functional requirements.

Understand the existing contact-centre technology landscape and customer-specific configurations.

Document current-state processes, platforms, integrations and use cases.

Help define future-state requirements and technology capabilities.

Support development of the contact-centre technology roadmap.

Work with Solution Architects to translate business requirements into technology solutions.

Identify dependencies, gaps and variations across different business and customer environments.

Facilitate workshops with business, technology and operational stakeholders.

Support configuration and implementation activities through clear requirements and acceptance criteria.

Skills & Experience

Strong Experience as a Business Analyst within Customer Experience or Contact Centre environments.

Good understanding of CCaaS technologies and contact-centre operations.

Experience capturing complex technology and business requirements.

Knowledge of areas such as telephony, routing, IVR, diallers, Workforce Management/Optimisation and CRM would be beneficial.

Exposure to Amazon Connect or similar cloud contact-centre platforms would be advantageous.

Strong workshop facilitation and stakeholder-management capabilities.

Ability to translate operational requirements into clear technology requirements.

Experience supporting major technology transformation programmes.

Job Title: Customer Experience Business Analyst

London, UK

Job Type: Contract

Trading as TEKsystems. Allegis Group Limited, Bracknell, RG12 1RT, United Kingdom. No. 2876353. Allegis Group Limited operates as an Employment Business and Employment Agency as set out in the Conduct of Employment Agencies and Employment Businesses Regulations 2003. TEKsystems is a company within the Allegis Group network of companies (collectively referred to as "Allegis Group"). Aerotek, Aston Carter, EASi, Talentis Solutions, TEKsystems, Stamford Consultants and The Stamford Group are Allegis Group brands.

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• Start: 2026-10-28
• Location: London, GB-ENG, UK, GB