Business Analyst

### **Job Information** Date Opened 01/15/2026 Job Type Contract Industry Financial Services City Cape Town State/Province Western Cape Country South Africa Zip/Postal Code 7100 ### **Job Description** CyberPro Consulting is looking for an experienced Business Analyst to support Contact Centre and telephony projects. The ideal candidate will have hands\-on experience with telephony systems, including PBX, IVR, ACD, and CRM integration, and will be comfortable working in fast\-paced, large\-scale projects. This role involves gathering requirements, analyzing processes, designing solutions, and liaising between technical teams and business stakeholders to ensure smooth delivery and adoption of contact centre technologies. **Core Responsibilities** ------------------------- * **Gather and Document Requirements:** Interview stakeholders to understand current telephony processes, identify pain points, and define needs for new or improved systems. * **Analyze Business Processes:** Evaluate workflows and systems to identify opportunities for efficiency, cost savings, and enhanced customer service. * **Design and Propose Solutions:** Recommend improvements to communication strategies and system enhancements; articulate benefits to stakeholders. * **Liaison and Communication:** Act as the link between technical teams (developers, network engineers) and business units, translating requirements clearly. * **Reporting and Documentation:** Create detailed documentation of proposed changes, project progress, and system specifications; generate reports to communicate insights. * **Training and Support:** Assist in developing and delivering training materials and provide support for employees affected by new systems and processes. **Business analyst:** Analytical thinking, problem\-solving, data modelling, process mapping, requirements definition, and proficiency with BA methodologies (e.g., BABOK, Agile, Waterfall). **Telephony Technical** : Knowledge of PBX, IVR, ACD, CTI, and CRM integration. Experience with network protocols, middleware, D365, and databases. **Soft Skills** : Excellent verbal, written, and listening communication skills, interpersonal skills, planning, organization, and ability to work with diverse stakeholders. **Qualifications** : Bachelor’s degree in IT, Business Information Systems, or related field preferred. Industry\-recognized BA certification is an advantage.