About the position
My client based in Cape Town (North) is currently looking for a Business Analyst (Telephony / Contact Centre) to join them on an independent contract basis
Business Analyst
We are seeking an experienced Business Analyst with strong telephony and contact centre exposure to support the analysis, design, and delivery of communication solutions.
Key Responsibilities
- Elicit, analyse, and document business and functional requirements for telephony and contact centre systems (PBX, IVR, ACD, CTI, CRM integration).
- Analyse current business processes and identify opportunities to improve efficiency, cost, and customer experience.
- Act as a liaison between business stakeholders and technical teams, translating requirements into clear, actionable specifications.
- Produce high-quality documentation, reports, and solution recommendations.
- Support training, change, and user adoption activities.
Key Requirements
- Proven experience as a Business Analyst, ideally within telephony or contact centre environments.
- Strong knowledge of PBX, IVR, ACD, CTI, CRM, middleware, and related technologies (e.g. Dynamics 365).
- Solid understanding of BA methodologies (BABOK, Agile, Waterfall).
- Excellent communication, stakeholder engagement, and organisational skills.
- Bachelor's degree in IT, Business Information Systems, or related field; BA certification advantageous.
Contact Centre experience is highly desirable.
If you would like to apply, please send a copy of your cv to [Email Address Removed]
Desired Skills:
- Business analysis
- CRM
- Dynamics 365
- Analyse Business Processes
Desired Work Experience:
Desired Qualification Level:
