Senior Business Analyst, Contact Centre Technology

At IAG, we’re ready for you. We're the largest general insurance group in Australia and New Zealand. Our family of brands turns the IAG purpose of making your world a safer place into action by helping everyday Aussies and New Zealanders, supporting their ambitions and making insurance accessible.   

 

In this role you will be a cornerstone between the business and the technology team. Done well, you reduce escalations, lift delivery predictability, and let engineers and product managers focus on building. You do this by turning a high volume of business demand into clear, estimated, prioritised work.  

 

You will unpack and shape incoming demand, elicit and document requirements, provide estimates, groom the backlog and support prioritisation so work is ready for sprint delivery, manage business expectations and escalations, and keep the service catalogue current so the business can engage the team with ease.  

 

The team acts quickly, works across boundaries and changes its mind when someone has a better idea. 

 

The domain is mid-transformation, moving from legacy Cisco and Verint to cloud-native NICE CXone, with IEX workforce management and Nexidia analytics, delivered across RACQ, the New Zealand squads and the Australian Contact Centre Transformation, alongside AI capabilities such as auto-summary, agent assist and virtual agents. 

 

 

This is a full time permanent opportunity based in Gadigal Country (Sydney), Meanjin (Brisbane) or Naarm (Melbourne)   

 

 

What You'll Do   

 

Technology accountabilities 

 

• Act as the senior business analyst accountable for managing Contact Centre Technology engagement and its front door demand processes, bringing structure, clarity and alignment to a high volume of change. 

• Elicit, analyse and document business, functional and non-functional requirements, and translate them into epics, features and user stories with clear acceptance criteria (Given-When-Then) and a clear Definition of Ready 

• Provide effort estimates and support prioritisation so demand can be planned and sequenced realistically. 

• Bring a working knowledge of contact centre platforms (NICE CXone, the remaining Cisco estate, IEX workforce management, Nexidia analytics and emerging AI) so requirements are technically grounded and feasible. 

• Support the shift to intelligent operations by making demand, requirements and delivery transparent, data-driven and measurable. 

 

Business Engagement 

 

• Be the front door for business demand: receive, shape and unpack incoming requests, and set clear expectations on what can be delivered and when. 

• Act as the voice of the customer, keeping requirements tied to real business and customer needs. 

• Build and maintain strong relationships with business stakeholders, product managers, engineers and delivery partners, and manage expectations and escalations before they grow. 

• Facilitate workshops and requirements sessions with mixed business and technical audiences, in person and remotely. 

• Keep the service catalogue and supporting documentation current so the business can engage the team easily. 

• Explain complex technical concepts in plain business language, and translate business needs into technical requirements. 

 

Product Execution and Operations 

 

• Run discovery for contact centre initiatives, interviews, workshops and research, and produce clear requirements, business requirement documents (BRDs), personas and journey maps.  

• Map current-state and future-state journeys, identifying pain points, risks, dependencies and opportunities across end-to-end contact centre experiences.  

• Support proposals and business cases with sound analysis and requirements.  

• Work closely with engineers, testers, architects and business SMEs so requirements are fully understood and delivered as intended.  

• Support proof-of-concept and UAT activities, validating solutions against requirements.  

• Bring transparency to delivery through disciplined use of Jira, so the business can see what is in progress and what is prioritised next.  

• Maintain RAID artefacts (risks, assumptions, issues, dependencies) and clear requirements documentation in Confluence.  

• Support service reviews and continual improvement of how demand is shaped, prioritised and delivered.  

• Contribute to change management and readiness for a platform that is business-critical to Retail and Intermediated operations.  

 

Financial Management  

 

• Provide cost estimates that support planning and business cases.  

• Bring cost-awareness to demand shaping and alert the product and delivery managers to cost opportunities or risks.  

• Support vendor and third-party engagement with clear requirements and analysis.  

 

 

What you’ll bring  

 

Skills  

 

Knowledge & Experience  

 

• 5+ years as a business analyst on complex technology change, ideally in a contact centre, telephony or customer-engagement domain  

• Strong requirements elicitation, analysis and documentation: BRDs, epics, features, user stories and BDD (Given-When-Then) acceptance criteria  

• Demand shaping and backlog management: grooming, prioritisation, estimation and sprint-readiness, with disciplined use of Jira and Confluence  

• Workshop facilitation with mixed business and technical audiences, and strong stakeholder management and expectation-setting  

• Persona development, current/future-state journey mapping, and process analysis and design  

• Working knowledge of contact centre platforms (NICE CXone, Cisco or a comparable platform, IVR, routing, telephony, workforce management, call recording, interaction analytics) and of AI applied to contact centres, or the ability to get up the curve quickly  

• Understanding of integration patterns, data flows and non-functional requirements  

• Strong Agile delivery experience (Scrum/SAFe), and comfort in hybrid delivery environments  

• Excellent written, verbal and presentation communication, able to translate between business and technical audiences  

• Root cause analysis, critical thinking and problem solving  

• Experience in regulated environments; financial services experience desirable  

• A working knowledge of design thinking  

 

Characteristics  

 

• Independent and creative thinking  

• Ability to range from detail to ‘big picture’ and technical to business contexts.  

• Listens before solving, and makes trade-offs visible early. 

• Keeps disagreement about the problem, not the person. 

• Judges success by outcomes: fewer escalations, clearer priorities, work that lands. 

• Makes a call and follows it through. 

• Works across teams and respects each team's accountabilities. 

• Leads through influence  

• Technically credible: comfortable going deep into the platform with engineers and vendors, not just riding on top of it. 

 

Qualifications  

 

• Tertiary qualification in Business, Information Technology or a related field, or equivalent experience  

• Business analysis certification (e.g. IIBA/BABOK) desirable  

• Agile certification (e.g. Scrum, SAFe) desirable  

 

 

What We Offer   

 

• Boosted superannuation with 13% as standard.   

• 20 days annual leave + 5 days MyLeave (extra leave for what’s important to you).   

• Work from home and many more flexibility options with myFlex.   

• Up to 50% off personal insurance, including home and motor insurance.   

• Partner discounts on private health insurance, tech & appliances, and many more.   

• Industry-leading 20 weeks paid parental leave.   

• Access to LinkedIn Learning, the award-winning IAG Academy, and study assistance .   

   

*employment type eligibility criteria apply   

 

 

Applications close: Sunday 18 October 2026 11:59PM AEDT   

 

 

Adjustments and Support   

  

If you require any support or adjustments to participate equitably in our recruitment process, we encourage you to reach out to recruitment@iag.com.au for a confidential conversation.  

   

More About Us    

   

As part of IAG you'll enjoy a world of career opportunities, a purpose-led place focused on creating connection and belonging, and where you can create meaningful impact every day and grow your career beyond the expected. That’s not just words. It’s our people promise. We're ready for you with unexpected opportunities for your career, your work-life and your ability to make a difference. We celebrate all viewpoints shaped by life experiences and culture, and are guided by the knowledge and voice of Aboriginal and Torres Strait Islander peoples, businesses, and communities. We collaborate on Indigenous-led solutions that enable growth and create meaningful change for our customers and employees.