Technical Business Analyst

Job description

Technical Business Analyst (Contract)

Windsor, UK (Hybrid - 1 day per week onsite)

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.

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 (Amazon Connect or similar 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.

If this is of interest, please apply!

Extra information

Status

Open

Education Level

Secondary School

Location

Windsor

Type of Contract

Full-time jobs

Published at

11-07-2026

Profession type

ICT

Full UK/EU driving license preferred

No

Car Preferred

No

Must be eligible to work in the EU

No

Cover Letter Required

No

Languages

English