The opportunity

As a global leader in assurance, tax, transaction and advisory services, we hire and develop the most passionate people in their field to help build a better working world. This starts with a culture that believes in giving you the training, opportunities and creative freedom. At EY, we don't just focus on who you are now, but who you can become. We believe that it’s your career and ‘It’s yours to build’ which means potential here is limitless and we'll provide you with motivating and fulfilling experiences throughout your career to help you on the path to becoming your best professional self.

Your key responsibilities

• Understand, gather, and document business requirements focused on Contact Centre Automation and Transformation
• Identify and evaluate opportunities for digital transformation, automation, and efficiency gains
• Collaborate with cross-functional teams to develop functional designs and support implementation
• Engage stakeholders at all levels, including senior leadership, to ensure alignment and clarity
• Create and maintain high-quality documentation including user stories, process flows, and business cases
• Coordinate testing, validation, and deployment of automation and digital solutions

• Seeking an experienced Business Analysts to support and drive transformation initiatives in the Contact Centre Automation and Digital Transformation space.

• Role involves gathering and analysing business requirements, enhancing customer service capabilities, and working closely with technology and business stakeholders to ensure seamless delivery across multiple workstreams.
• Deep expertise in contact centre operations, automation technologies (AI/ML preferred), and experience working in agile environments.
• Requires strong leadership skills and the ability to coordinate delivery across diverse teams and stakeholder groups.

Skills and attributes for success

• Strong experience (8+ years) in Contact Centre Digital Transformation projects
• Experience in Banking, Financial Services or large-scale enterprise transformations
• Hands-on exposure to automation technologies i.e. AI/ML experience preferred
• Deep understanding of contact centre workflows and tools i.e. IVR, Chatbots etc
• Excellent analytical, problem-solving, and communication skills
• Agile methodology expertise, with working knowledge of JIRA, Confluence, etc.

Ideally you’ll also have

• Certifications in Agile or Scrum
• Six Sigma and PMP certification is a plus
• Prior team handling experience

What we look for

People with the ability to work in a collaborative way to provide services across multiple client departments while adhering to commercial and legal requirements. You will need a practical approach to solving issues and complex problems with the ability to deliver insightful and practical solutions.

If you can confidently demonstrate that you meet the criteria above, please contact us as soon as possible

Join us in building a better working world. Apply now.