Senior Business Analyst

We are seeking a highly experienced Senior Business Analyst to support a Genesys contact centre tool migration to a new telephony system – ConnectMe. The role will focus on leading business and functional analysis activities across the contact centre environment, ensuring clear definition, documentation, and alignment of business requirements to the target telephony solution. The successful candidate will work closely with senior stakeholders, technical teams, and executive leadership to drive a smooth and effective migration within a complex enterprise environment. Responsibilities: - Lead end-to-end business analysis activities for the Genesys to ConnectMe contact centre migration - Conduct detailed AS-IS and TO-BE analysis of contact centre processes, systems, and operating models - Elicit, analyse, document, and validate business and functional requirements - Develop and maintain business requirement mapping and functional requirement mapping documentation - Create and maintain use case diagrams to support solution design and implementation - Engage with business, operational, and technical stakeholders to ensure requirements alignment - Develop and manage a comprehensive stakeholder matrix - Support solution design by translating business needs into clear, actionable functional specifications - Prepare high-quality analysis artefacts, documentation, and reports - Present requirements, analysis outcomes, and recommendations to EXCO and senior stakeholders - Support change and transition activities related to the telephony migration Competencies: - Strong senior-level Business Analysis capability - Excellent analytical and problem-solving skills - Strong stakeholder management and facilitation skills at executive level - Ability to operate effectively in complex, multi-stakeholder environments - High level of ownership, accountability, and delivery focus - Excellent communication and presentation skills Technical Skills: - Minimum 10+ years' experience in Business Analysis is mandatory - Experience working on contact centre platforms, preferably Genesys is mandatory - Experience supporting system or platform migrations is mandatory - Strong experience with requirements elicitation and documentation is mandatory - Proven ability to perform AS-IS and TO-BE analysis is mandatory - Strong understanding of business and functional requirement mapping is mandatory - Banking industry experience is preferred - FTI Certified Business Analyst is advantageous This is a Fixed Term Full Time position.