Tech Business Analyst – Contact Centre & RFP Focus

The Opportunity
We are seeking a Tech Business Analyst to support the implementation of Kraken, an AI-powered customer management and billing platform, alongside the selection and integration of key satellite systems including knowledge management, workforce management, and contact centre solutions.

This role suits a technology-focused BA with strong vendor/RFP experience and contact centre knowledge, who thrives in complex environments and can work autonomously within a highly regulated setting.

Key Responsibilities

• Perform end-to-end business analysis across technology and contact centre domains
• Gather, analyse, and document clear, structured requirements
• Draft RFP documentation and support vendor selection processes
• Review and evaluate vendor responses to ensure alignment with business needs
• Support requirements relating to contact centre operations and BPO models (onshore/offshore)
• Ensure all outputs align to compliance-by-design principles within a regulated environment

Key Requirements

• Proven Business Analyst experience within technology environments
• Background in contact centre or customer operations
• Hands-on experience with RFP creation and vendor evaluation
• Strong data analysis and documentation skills
• Ability to work independently with high attention to detail
• Experience in regulated industries (energy, banking, or telco preferred)

Ideal Candidate

• A tech-focused BA (not purely procurement-focused)
• Experience combining vendor management with BA delivery
• Proactive, detail-oriented, and comfortable working across complex transformation programs
• Strong communicator who can bridge business, technology, and vendor stakeholders

Apply Now: For a confidential discussion, please call Avani Patel on 03 8080 7264 quoting Ref: 271060.


Peoplebank and Leaders IT are committed to creating a diverse and inclusive workplace where everyone belongs. We welcome applications from people of all backgrounds, identities, and experiences. If you need adjustments to the recruitment process due to your circumstances, please let us know—we’re here to support you.