Job Description

Technical Business Analyst – Telephony, Inside IR35, 425 per day, 12 Month+ Project, Hybrid (London or Horsham, West Sussex, 3 days on site)

This is hybrid with 3 days per week in London or Horsham, West Sussex – please apply if this is suitable.

A major telephony transformation programme requires a Technical Business Analyst to help uncover, document and shape the future of the organisation’s contact centre and telephony landscape. This initial 3 month contract sits within a programme running through to at least March 2027.

The immediate focus is understanding the current telephony environment in detail. You will analyse and document what sits beneath the existing contact centre platform, mapping components such as agent desktop, IVR, call and screen recording, MI data, voice of the customer platforms and payment integrations.

You will also map the wider ecosystem surrounding the telephony platform. This includes identifying integrations with policy systems and other business platforms, understanding service and support models, and identifying key platform owners and subject matter experts across the organisation.

Alongside the technical discovery work, you will capture requirements for future capabilities, including clarifying the organisation’s mobile phone strategy and helping define what will be required to successfully decommission legacy telephony and network platforms.

Key experience required

• Proven experience as a Technical Business Analyst working on telephony or contact centre platforms
• Strong capability mapping complex systems, integrations and service models
• Experience documenting current state architecture and producing discovery artefacts for transformation programmes
• Ability to engage technical teams, SMEs and operational stakeholders to capture requirements and dependencies

This would suit a technically minded Business Analyst who enjoys unpicking complex telephony platforms and shaping the foundations for large scale transformation.

A great opportunity for a detail focused PMO professional who enjoys keeping complex programmes organised, controlled and moving forward.