The Role
Sitting within the Continuous Improvement business unit and reporting to the BA Chapter Lead, you'll own the discovery and analysis underpinning a significant technology transition, working across both business and technology stakeholders to shape the path forward.
Day-to-day, you will be:
- Documenting the current state of telephony operations, including processes, data flows, technology, known issues, and constraints
- Analysing the existing systems integration between the telephony platform and Salesforce, covering business rules, inputs, outputs, and any compliance considerations
- Collaborating with Architecture and technology teams to assess replacement options, identify gaps, and model implementation requirements
- Supporting delivery of the preferred replacement solution once determined
- Engaging a broad mix of internal stakeholders across business and technology functions
Must-haves:
- Strong discovery and scoping experience, including current and future state analysis
- Background in contact centre or omnichannel environments
- Hands-on Salesforce experience
- Systems integration experience
- Confident working through ambiguity with both business and technology stakeholders
- Experience with CX improvement initiatives
- Familiarity with telephony platforms
- Exposure to Salesforce
- Experience working within large, complex NZ organisations
This is a genuinely large piece of work. You will be at the centre of a technically complex, business-critical initiative with real influence over how a nationally known organisation serves its customers. Hybrid working from South-East Auckland, a collaborative team culture, and a it's a 6-month contract.
How to Apply
Keen to find out more? Apply now or reach out to Lesha Grey at Momentum Consulting for a confidential conversation.
