Contact Centre Business Analyst - Sheffield

Job Title: Contact Centre Business Analyst - Sheffield
Location: Sheffield
Salary/Rate: £325 Daily Rate
Start Date: 28/07/2025
Job Type: Contract (Inside IR35)

We are seeking an experienced Technical Business Analyst to join a major consultancy engagement, supporting a high-profile financial services client. This is a contract role requiring a deep understanding of Contact Centre technology (IVR, Genesys), enterprise systems, and strong technical analysis capabilities.

You will play a critical role in bridging the gap between business needs and technical solutions - particularly in the Contact Centre domain - while ensuring seamless delivery across infrastructure, networking, and application layers.

Job Responsibilities/Objectives

• Having experience on building, deploying and supporting enterprise application.
• Having exposure to Contact Centre -IVR, Genesys application and integration with 3rd party application
• Having knowledge of Contact Centre domain
• Having understanding of infrastructure and network, cloud networking
• Develops software solutions by studying information needs, conferring with users and various teams, studying systems flow, data usage, and work processes; investigating problem areas; and following the software development lifecycle
• Documents and demonstrates solutions by developing documentation, flowcharts, layouts, diagrams, charts, code comments, and clear code.
• Prepares and installs solutions by determining and designing system specifications, standards, and programming
• Should be able to handle individual task with minimum supervision.

Required Skills/Experience
The ideal candidate will have the following:

• 8-10 + year experience for applications running in MS Windows platform.
• Working knowledge of Contact Centre applications like IVR, Genesys etc.
• Good knowledge on IVR and its designing with flow.
• Experience on Workflows, Custom workflows, Business Rules, Business Process Flows and their configurations as per requirements.
• Experience in Call routing technology and ACD's would be an added advantage.
• Experience within the field of Routing management, WFM & Command centre
• Knowledge in Genesys Systems and technology
• Stakeholder and Project management
• Experience with Microsoft Office products - O365, PowerPoint, Word, teams and Excel
• Experience with Confluence, JIRA, Kanban boards etc
• Previous experience supporting financial applications: Banking Domain understanding.
• Good at debugging, ability to pin point code lines that cause issue
• Able to provide and help release fixes to production.

Desirable Skills/Experience
Although not essential, the following skills are desired by the client:

• Excellent Communication and Interpersonal skills both written and Verbal
• Flexible approach to working hours and responsibilities
• Familiar with risk-based decision-making and escalations
• Confident in communicating effectively with internal stakeholders and senior managers
• Excellent Analytical and problem solving skills
• Ability to manage and balance competing agendas
• Ability to translate technical jargon to fit various audiences
• Eagerness to learn new things
• Familiarity with AGILE methodology and DevOps and ITIL framework.

If you are interested in this opportunity, please apply now with your updated CV in Microsoft Word/PDF format.

Disclaimer
Notwithstanding any guidelines given to level of experience sought, we will consider candidates from outside this range if they can demonstrate the necessary competencies.

Square One is acting as both an employment agency and an employment business, and is an equal opportunities recruitment business. Square One embraces diversity and will treat everyone equally. Please see our website for our full diversity statement.