Technical Business Analyst
DCV Technologies
- Windsor, England, United Kingdom
- Windsor, England, United Kingdom
À propos
We’re looking for a Technical Business Analyst with strong CRM and contact centre experience to join a high-impact customer transformation programme.
This role is ideal for a Senior Business Analyst who thrives in customer operations, customer experience (CX), and digital service environments, with hands-on experience across Salesforce CRM, contact centre platforms, and Agile delivery.
Key Responsibilities:
* Work as a Technical Business Analyst within Agile squads (Scrum / Sprint delivery)
* Lead customer journey mapping, process improvement, and service optimisation
* Support implementation and enhancement of Salesforce CRM and contact centre platforms (Amazon Connect, Genesys, NICE or similar)
* Drive customer experience transformation, including contact deflection, channel shift, and automation initiatives
* Collaborate with product, engineering, operations, and external vendors
Key Skills & Experience:
* Proven experience as a Business Analyst / Technical Business Analyst
* Strong experience with Salesforce CRM (configuration, reporting, dashboards)
* Background in contact centre / customer service / customer operations environments
* Experience with customer journey mapping, process re-engineering, and CX improvement
* Strong understanding of Agile / Scrum delivery models
* Exposure to AI, automation, ...
Compétences linguistiques
- English
Avis aux utilisateurs
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