Senior Associate Consultant

ABOUT US
Infosys BPM (www.infosysbpm.com), the business process outsourcing subsidiary of Infosys, was set up in April 2002. Infosys BPM focuses on integrated end-to-end outsourcing and delivers transformational benefits to its clients through reduced costs, ongoing productivity improvements, and process re-engineering. Infosys BPM operates in India, Poland, the Czech Republic, the Netherlands, Ireland, South Africa, Brazil, Mexico, Costa Rica, the United States, Puerto Rico, China, the Philippines, Singapore, and Australia.
Infosys BPM has been consistently ranked among the leading BPM companies and has received multiple awards and recognition from key industry bodies and associations. Infosys BPM also has very robust people practices, as substantiated by the various HR-specific awards it has won over the years. The company has consistently been ranked among the top employers of choice, on the basis of its industry-leading HR best practices. The company's senior leaders contribute widely to industry forums as BPM strategists.

Role: - Business Analyst - Contact Center Program
Location: - Sydney
Status - 12 Months fixed term contract
NOTE - Only applicants with Australia full work right, i.e., holding a valid visa will be considered for the role.

JOB DESCRIPTION: -
Role Overview
We are seeking a highly driven and business-savvy Business Analyst to support a large-scale Contact Centre transformation program. The ideal candidate will work closely with business stakeholders and delivery teams to translate business needs into clear, actionable requirements while ensuring alignment with strategic objectives.
Prior experience in Contact Center environments is mandatory.
Key Responsibilities

• Engage closely with business stakeholders to understand objectives, pain points, and operational needs within the Contact Center domain
• Translate business requirements into clearly defined functional and non-functional specifications
• Act as a bridge between business teams and technology/development teams, ensuring seamless communication and delivery alignment
• Facilitate workshops, requirement gathering sessions, and stakeholder discussions
• Work with development teams to clarify requirements, support design discussions, and ensure accurate implementation
• Drive process mapping, gap analysis, and solution definition for Contact Center processes (e.g., call flows, IVR, CRM integration)
• Support UAT planning and execution, ensuring business requirements are met
• Identify risks, dependencies, and ensure timely resolution of issues

Required Skills & Experience

• Proven experience as a Business Analyst in large transformation programs
• Mandatory experience in Contact Center environments (voice, IVR, omnichannel, CRM, workforce management, etc.)
• Strong understanding of Contact Center operations and workflows
• Demonstrated ability to work with both business stakeholders and development/technical teams
• Excellent communication, stakeholder management, and facilitation skills
• Strong analytical thinking with the ability to translate complex business needs into structured requirements
• Experience with Agile / Scrum delivery models preferred

Preferred (Nice to Have)

• Exposure to Contact Center platforms (e.g., Genesys, NICE, Amazon Connect, etc.)
• Experience in large-scale transformation or digital programs
• Knowledge of customer experience (CX) improvement initiatives

Infosys BPM is committed to creating a diverse and inclusive working environment. We actively support and encourage people of all backgrounds; gender, age, ethnicity, race, cultural background, disability, religion and sexual orientation to submit an application and aim to ensure that the recruitment and employee experience is as accessible and inclusive as possible.

We provide adjustments including alternate formats to the recruitment process for candidates including individuals with disability. If you require an adjustment to be made during the recruitment process (including alternate formats) or have an enquiry about the support provided, please contact HR Team on 02 8913 5900 or email to bpm.anz.careers@infosys.com

Please click on the Apply link below to upload your resume before the closing date.
We reserve the right to withdraw this advertisement prior to the closing date.
We respectfully request agencies not to forward unsolicited resumes unless requested.

ABOUT US
Infosys BPM (www.infosysbpm.com), the business process outsourcing subsidiary of Infosys, was set up in April 2002. Infosys BPM focuses on integrated end-to-end outsourcing and delivers transformational benefits to its clients through reduced costs, ongoing productivity improvements, and process re-engineering. Infosys BPM operates in India, Poland, the Czech Republic, the Netherlands, Ireland, South Africa, Brazil, Mexico, Costa Rica, the United States, Puerto Rico, China, the Philippines, Singapore, and Australia.
Infosys BPM has been consistently ranked among the leading BPM companies and has received multiple awards and recognition from key industry bodies and associations. Infosys BPM also has very robust people practices, as substantiated by the various HR-specific awards it has won over the years. The company has consistently been ranked among the top employers of choice, on the basis of its industry-leading HR best practices. The company's senior leaders contribute widely to industry forums as BPM strategists.

Role: - Business Analyst - Contact Center Program
Location: - Sydney
Status - 12 Months fixed term contract
NOTE - Only applicants with Australia full work right, i.e., holding a valid visa will be considered for the role.

JOB DESCRIPTION: -
Role Overview
We are seeking a highly driven and business-savvy Business Analyst to support a large-scale Contact Centre transformation program. The ideal candidate will work closely with business stakeholders and delivery teams to translate business needs into clear, actionable requirements while ensuring alignment with strategic objectives.
Prior experience in Contact Center environments is mandatory.
Key Responsibilities

• Engage closely with business stakeholders to understand objectives, pain points, and operational needs within the Contact Center domain
• Translate business requirements into clearly defined functional and non-functional specifications
• Act as a bridge between business teams and technology/development teams, ensuring seamless communication and delivery alignment
• Facilitate workshops, requirement gathering sessions, and stakeholder discussions
• Work with development teams to clarify requirements, support design discussions, and ensure accurate implementation
• Drive process mapping, gap analysis, and solution definition for Contact Center processes (e.g., call flows, IVR, CRM integration)
• Support UAT planning and execution, ensuring business requirements are met
• Identify risks, dependencies, and ensure timely resolution of issues

Required Skills & Experience

• Proven experience as a Business Analyst in large transformation programs
• Mandatory experience in Contact Center environments (voice, IVR, omnichannel, CRM, workforce management, etc.)
• Strong understanding of Contact Center operations and workflows
• Demonstrated ability to work with both business stakeholders and development/technical teams
• Excellent communication, stakeholder management, and facilitation skills
• Strong analytical thinking with the ability to translate complex business needs into structured requirements
• Experience with Agile / Scrum delivery models preferred

Preferred (Nice to Have)

• Exposure to Contact Center platforms (e.g., Genesys, NICE, Amazon Connect, etc.)
• Experience in large-scale transformation or digital programs
• Knowledge of customer experience (CX) improvement initiatives

Infosys BPM is committed to creating a diverse and inclusive working environment. We actively support and encourage people of all backgrounds; gender, age, ethnicity, race, cultural background, disability, religion and sexual orientation to submit an application and aim to ensure that the recruitment and employee experience is as accessible and inclusive as possible.
We provide adjustments including alternate formats to the recruitment process for candidates including individuals with disability. If you require an adjustment to be made during the recruitment process (including alternate formats) or have an enquiry about the support provided, please contact HR Team on 02 8913 5900 or email to bpm.anz.careers@infosys.com

Please click on the Apply link below to upload your resume before the closing date.
We reserve the right to withdraw this advertisement prior to the closing date.
We respectfully request agencies not to forward unsolicited resumes unless requested.

Client-provided location(s): Alice Springs, Australia

Job ID: Infosys-148356BR

Employment Type: OTHER

Posted: 2026-05-19T19:00:37