Business Analyst

Business Analyst – AWS Connect / CCaaS Location: Glasgow (Hybrid) Contract: 6–12 Months Rate: £450 per day (Inside IR35) We are seeking an experienced Business Analyst with strong expertise in AWS Connect and Contact Centre as a Service (CCaaS) environments to support a major transformation programme within the financial services sector. This role is ideal for someone with a strong background in contact centre operations, customer journey optimisation, and cloud-based communication platforms. You will work closely with business stakeholders, technical teams, and third-party vendors to deliver scalable and efficient customer service solutions. Key Responsibilities • Gather, analyse, and document business and functional requirements across contact centre capabilities including IVR, routing, digital channels, and integrations • Support AWS Connect / CCaaS implementation activities including call flow design, routing logic, and downstream system integrations • Collaborate with stakeholders across operations, business, IT, and external vendors to drive requirement clarity and alignment • Map current-state and future-state processes, identifying opportunities for optimisation and automation • Translate business requirements into user stories, process maps, and functional specifications • Support solution validation and end-to-end process alignment • Prepare training materials and deliver train-the-trainer sessions where required Required Skills & Experience • Strong experience as a Business Analyst within contact centre or CCaaS environments • Solid understanding of AWS Connect and customer communication platforms • Experience with IVR, routing, digital channels, and customer journey mapping • Strong requirements gathering and documentation skills • Excellent stakeholder management and communication abilities • Experience creating process flows, user stories, and functional specifications • Ability to support training documentation and knowledge transfer activities