QPC is one of Australia's leading customer experience and automation consultancies, helping organisations improve customer outcomes, employee experiences and operational performance through Contact Centre as a Service (CCaaS), AI and Automation technologies.
Working with leading platforms including Genesys Cloud, Verint, AWS Connect and emerging AI technologies, we help customers design, implement and optimise modern customer engagement solutions.
As demand for AI and automation advisory services continues to grow, we are seeking a Business Analyst - Customer Experience & Automation to join our Melbourne team.
This is not a traditional Business Analyst role.
You will work directly with customer stakeholders to understand how customer service and operational processes work today, identify opportunities for improvement and help shape future-state experiences leveraging CCaaS, AI and automation technologies.
Working alongside consultants, engineers and customer success teams, you will facilitate discovery workshops, map customer journeys and business processes, gather requirements and help customers translate business challenges into practical automation outcomes.
If you enjoy understanding how organisations operate, facilitating workshops and turning complex business problems into actionable solutions, this role offers the opportunity to work at the intersection of customer experience, operations and emerging technologies.
Facilitate customer discovery workshops and stakeholder interviews.
Document current-state customer journeys, operational processes and business requirements.
Identify customer, employee and operational pain points.
Analyse contact centre and customer service processes.
Produce process maps, requirements and customer-facing findings.
Identify opportunities for automation, AI and process improvement.
Support AI & Automation Blueprint engagements.
Define future-state customer and operational processes.
Work alongside consulting engineers to assess technical feasibility.
Support solution scoping, estimation and implementation planning.
Present findings and recommendations to customer stakeholders.
Produce customer-facing reports and assessments.
Support maturity assessments, operational reviews and transformation initiatives.
Contribute to roadmap development and business case creation.
5+ years Business Analysis experience.
Strong workshop facilitation and stakeholder engagement skills.
Experience documenting business processes, workflows and requirements.
Strong analytical and problem-solving capabilities.
Excellent written and verbal communication skills.
Ability to work across both business and technical stakeholders.
Experience within contact centres, customer service, customer experience or operational transformation environments.
Exposure to CCaaS platforms such as Genesys Cloud, Verint, Amazon Connect or similar customer engagement platforms.
Experience with automation, workflow or AI-enabled solutions.
BPMN, Visio, Lucidchart or similar process mapping tools.
Experience within financial services, insurance, government, healthcare or utilities sectors.
Work on some of Australia's most innovative customer experience, AI and automation programs.
Partner with leading organisations across financial services, government, utilities and enterprise sectors.
Build expertise across CCaaS, AI and automation technologies.
Join a growing advisory practice with significant career development opportunities.
Help shape the future of customer experience and operational automation.