Technical Business Analyst

Technical Business Analyst – Salesforce | Contact Centre | Agile We’re looking for a Technical Business Analyst with strong CRM and contact centre experience to join a high-impact customer transformation programme. This role is ideal for a Senior Business Analyst who thrives in customer operations, customer experience (CX), and digital service environments, with hands-on experience across Salesforce CRM, contact centre platforms, and Agile delivery. Key Responsibilities: * Work as a Technical Business Analyst within Agile squads (Scrum / Sprint delivery) * Lead customer journey mapping, process improvement, and service optimisation * Support implementation and enhancement of Salesforce CRM and contact centre platforms (Amazon Connect, Genesys, NICE or similar) * Drive customer experience transformation, including contact deflection, channel shift, and automation initiatives * Collaborate with product, engineering, operations, and external vendors Key Skills & Experience: * Proven experience as a Business Analyst / Technical Business Analyst * Strong experience with Salesforce CRM (configuration, reporting, dashboards) * Background in contact centre / customer service / customer operations environments * Experience with customer journey mapping, process re-engineering, and CX improvement * Strong understanding of Agile / Scrum delivery models * Exposure to AI, automation, conversational analytics, or chatbots is desirable Desirable: * Experience with Amazon Connect, Genesys, NICE, or other CCaaS platforms * Background in utilities, telecoms, financial services, or retail This is a fantastic opportunity to work on large-scale customer transformation programmes with real impact on customer experience and operational efficiency