Vallum Associates
Technical Business Analyst
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Technical Business Analyst (Contract)
Location: Windsor, UK (Hybrid – 1 day per week onsite) Duration: 6 Months
We are seeking an experienced Technical Business Analyst to join a large-scale customer service transformation programme. You will work closely with Product Engineers, Enterprise Architects, and Agile delivery teams to support the evolution of contact centre technologies, customer journeys, and AI-enabled service solutions.
Key Responsibilities
- Analyse existing application architecture and customer service platforms.
- Support the transformation of IVR and AI-driven customer service capabilities.
- Gather and document technical and business requirements.
- Collaborate with architects, engineers, and cross-functional teams to identify dependencies and mitigate technical risks.
- Drive customer journey analysis, process improvement, and digital transformation initiatives.
- Support Agile delivery through sprint planning, user stories, and stakeholder engagement.
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Required Skills & Experience
- 6+ years' experience as a Technical or Senior Business Analyst.
- Strong background in customer service, contact centre, or customer operations.
- Experience with Salesforce CRM and contact centre platforms (e.g., Amazon Connect is desirable).
- Experience delivering AI-enabled customer service, automation, or self-service solutions.
- Strong knowledge of Agile delivery methodologies.
- Excellent stakeholder management, communication, and analytical skills.
- Experience within regulated industries such as energy, utilities, telecoms, financial services, or retail is advantageous.
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