Business Analyst

**Description of the project**

Our client is investing in enhancing its telephony journey management to address several operational challenges. The aim is to improve both customer and employee experiences by integrating advanced CRM functionalities with telephony systems. The project will focus on automating processes, reducing manual tasks, improving call handling, and providing more personalised customer interactions. The business objectives include enhancing customer satisfaction, boosting employee efficiency, improving operational efficiency, and aligning with strategic goals. The project will also address compliance and security improvements within the telephony system.

**Mission**

The Business Analyst will have the following key responsibilities:

- Business Process Analysis: Analyse and document current telephony and CRM-related processes, identifying inefficiencies, gaps, and opportunities for improvement
- Process Mapping and Design: Collaborate with cross-functional teams to map out the current and future state telephony journey processes, ensuring they align with the business objectives
- Requirements Gathering: Work closely with stakeholders across departments to gather, document, and prioritise business requirements for the new telephony system and its integration with CRM
- Telephony System Integration: Help define requirements and ensure smooth integration of telephony systems with existing tools such as SAP, Salesforce, Teams, and other key platforms
- Solution Definition: Assist in drafting the specifications for the new telephony and CRM integration solution, ensuring it meets business needs while adhering to the client's standards
- Implementation plan: The Business Analyst will assist in developing the implementation plan, and help identifying risks and mitigation strategies
- Vendor and Solution Selection: Support the tendering process for the future IT solution, including creating technical tender documents, evaluating vendor proposals, and making recommendations
- Regulatory Compliance: Ensure that all processes and solutions are compliant with relevant regulations (e.g., data security, privacy) and contribute to the creation of necessary compliance documentation
- User Experience Focus: Collaborate on ensuring the system enhancements improve both customer and employee experiences by reducing wait times, offering intelligent call routing, and minimising manual tasks
- Security & Resilience: Contribute to the development of security requirements for telephony systems and participate in defining processes for system resilience, including failover and disaster recovery plans
- Training and Change Management: Lead the development and deployment of a robust training and knowledge transfer program to ensure all stakeholders can effectively adopt and sustain the new telephony system and governance. Beyond designing user-friendly training materials, The BA will oversee the creation of interactive workshops, hands-on sessions, and targeted coaching. The BA will also establish a ‘train-the-trainer’ framework to build internal expertise and foster ongoing skill development. Throughout this process, The BA will collaborate closely with departmental leads to align the training roadmap with operational needs, assess user readiness, and continuously refine training strategies based on feedback and performance metrics
- Post-Deployment Support: The Business Analyst will participate in the hyper-care phase and contribute to lessons learned, ensuring smooth transition after deployment and identifying areas for continuous improvement

**Required Competencies**
- Strong experience in business analysis within complex projects, especially in IT, telephony and systems integration
- Knowledge of CRM systems and telephony infrastructures, particularly in customer service environments.
- Experience with process mapping, documentation, and designing future state processes
- Proficient in designing and delivering training programs to ensure smooth adoption of new processes, systems, and tools
- Demonstrated experience in change management, including planning, executing, and supporting organisational transitions.
- Ability to analyse and define business requirements and translate them into technical specifications
- Knowledge of telephony solutions/features, including intelligent call routing, dynamic callbacks, and automation of manual tasks
- Familiarity with data governance and regulatory compliance (data protection, security, etc )
- Strong communication and interpersonal skills to collaborate effectively with cross-functional teams and stakeholders
- Experience in project management methodologies and the ability to manage deliverables within defined timelines

**Skills**
- Previous experience with large-scale digital transformation projects, particularly in the telecommunications sector.
- Familiarity with tools such as Salesforce, Teams, and other systems involved in telephony management
- Ability to wor