Role: Business Analyst
Rate: £425 per day (outside IR35)
Length: 6 months initially
Location: 2-3 days per week in Liverpool
Start date: ASAP
The role:
We’re looking for an experienced Business Analyst to play a pivotal role in a major Telephone & CRM transformation programme. This is a highly visible opportunity to shape discovery, define the change roadmap, and drive successful delivery as the organisation transitions to new telephony and CRM platforms.
You’ll sit at the heart of product, technology, and operations, helping answer the key questions: How do we deploy it; How do we roll it out; and How do we unlock and deliver value quickly and safely? If you’re passionate about customer experience, modern contact centre technology, and the practical application of GenAI (live chat, chatbots, AI-assisted customer service), this role offers the chance to make a real impact.
Key Responsibilities
* Lead end-to-end business analysis across discovery, delivery, and business change workstreams
* Partner with product management and delivery teams to shape requirements, outcomes, and prioritisation
* Map current and future-state customer journeys and service processes across telephony and CRM
* Define and manage requirements (epics, user stories, acceptance criteria), ensuring traceability from discovery through to delivery
* Support platform transition planning, including deployment and rollout approach, user readiness, and adoption
* Collaborate with stakeholders across Customer Service, Operations, Technology, and Change to align on scope, success measures, and benefits realisation
* Contribute to the design and implementation of GenAI-enabled customer service capabilities (e.g., live chat, chatbots, AI agent assist)
* Identify risks, dependencies, and operational impacts, providing clear recommendations and decision support
Person Requirements
* Proven experience as a Business Analyst working across business change, discovery, and project delivery in technology-led environments
* Strong exposure to product management ways of working (backlogs, roadmaps, value-based prioritisation)
* Experience delivering within telephone/contact centre and CRM programmes, ideally involving platform migration or major transformation
* Knowledge of telephony platforms such as Genesys Cloud (or similar CCaaS solutions)
* Exposure to CRM platforms and modern customer engagement tooling, including live chat and chatbot implementations
* Understanding of GenAI use cases within customer service (AI-assisted chat, knowledge retrieval, agent augmentation, automated triage)
* Confident stakeholder management skills, with the ability to translate between business needs and technical delivery
* Strong analytical skills and a practical approach to delivering outcomes, not just documentation
Next steps:
If you’re a Business Analyst with telephony and CRM transformation experience and you’re excited by GenAI and modern platform delivery, we’d love to hear from you. Shortlisting will take place on the 7th, 8th and 9th April with a quick turnaround expected for interviews and start.