This role supports a major Sales & Service transformation program, focused on implementing a single, unified telephony and omnichannel solution across ANZ and Asia. You’ll join at the foundation phase, helping shape strategy, validate requirements and support vendor selection for a critical enterprise-wide initiative.
What you’ll do
- Validate and prioritise telephony and omnichannel requirements across Sales, Service, Finance, Tech and Facilities
- Lead business analysis to support vendor evaluation and solution selection
- Assess legacy on-prem and cloud telephony platforms and define future-state needs
- Challenge assumptions and recommend modern, scalable alternatives
- Partner closely with program leadership, enterprise architecture, procurement and vendors
What you’ll bring (essential)
- Senior Business Analyst experience with strong telephony expertise
- Deep knowledge of on-prem PABX and cloud telephony platforms
- Proven experience migrating telephony solutions
- Experience with IVR, call routing and contact centre technologies
- Exposure to platforms such as Genesys, AWS Connect or NiCE (Genesys or AWS Connect preferred)
- Salesforce Service Cloud experience highly desirable
- Comfortable working across multiple teams and markets
Nice to have
- Multi-country telephony implementations
- Omnichannel integrations with Salesforce
- Analytics, sentiment analysis or workforce management tools
- Willingness to travel within Asia (if required)
Why join?
This is a ground-floor opportunity in a high-impact transformation program, with strong future pathways into AI-enabled service and emerging technologies.
If you have the skills above and are interested in applying for the position please send your CV to Kyla@iterate.com.au