Business Solutions Analyst
Absa
n/a - n/a
R800–900 per hour
Johannesburg, City of Johannesburg Metropolitan Municipality
Contract
Business Analyst
Role
Role Purpose
The Voice Technology Business Solution Analyst is responsible for bridging business needs with technical voice and contact centre solutions. The role focuses on eliciting, analysing, documenting, and driving clear business and system requirements for voice technology platforms and related integrations.
The incumbent acts as the key link between business stakeholders and technical delivery teams, ensuring that voice solutions are designed, implemented, and delivered in line with business objectives, customer experience outcomes, and governance standards.
This role requires a self-driven, strong communicator and influencer who can work independently, lead discussions, and drive requirement delivery end-to-end.
Business & Requirements Analysis
• Engage with business stakeholders to understand business needs, challenges, and objectives relating to voice and contact centre solutions
• Conduct requirements elicitation using workshops, interviews, process walkthroughs, and analysis techniques
• Document clear, complete, and traceable:
o Business requirements o Functional and non-functional requirements
o System and integration requirements o User stories, process flows, and use cases
• Develop detailed As-Is and To-Be process models, highlighting gaps, risks, and opportunities for improvement • Ensure requirements consider end-to-end impacts, including customer journeys, operational processes, risk, compliance, and controls
Business & Requirements Analysis
• Engage with business stakeholders to understand business needs, challenges, and objectives relating to voice and contact centre solutions
• Conduct requirements elicitation using workshops, interviews, process walkthroughs, and analysis techniques • Document clear, complete, and traceable:
o Business requirements o Functional and non-functional requirements
o System and integration requirements
o User stories, process flows, and use cases
• Develop detailed As-Is and To-Be process models, highlighting gaps, risks, and opportunities for improvement
• Ensure requirements consider end-to-end impacts, including customer journeys, operational processes, risk, compliance, and controls
Stakeholder Engagement & Delivery Support
• Act as the primary interface between business and technical teams for voice-related initiatives • Drive alignment, decision-making, and clarity across stakeholders at different levels
• Facilitate and lead requirements workshops with confidence and structure
• Clearly communicate impacts, risks, dependencies, and assumptions
• Support delivery teams throughout the lifecycle, including:
o Backlog refinement o System integration testing (SIT)
o User acceptance testing (UAT)
o Go-live readiness and post-implementation validation
• Escalate risks and unresolved dependencies proactively
Governance, Quality & Documentation
• Ensure requirements meet organisational standards for quality, auditability, and traceability
• Assist with:
o Business case inputs (when required)
o Impact assessments
o Change requests o Solution testing phases
o Solution sign-off documentation
• Maintain documentation in relevant tools (e.g. Jira, Confluence, MS Teams, or equivalent)
Apply sound judgement in managing risk, controls, and compliance relevant to voice solutions
Required Skills & Competencies
Core Skills
• Strong business and system analysis experience, preferably in voice or contact centre environments
• Proven ability to work independently, manage own deliverables, and drive outcomes
• Excellent written and verbal communication skills, with the ability to translate complexity into clarity
• Strong facilitation, stakeholder management, and influencing skills
• Ability to think end-to-end and customer-centric
Voice & Contact Centre Technology Exposure
Working knowledge or experience with one or more of the following is required:
• Contact centre platforms such as Amazon Connect (AWS), Avaya, or similar
• CRM integrations (e.g. Salesforce)
• Voice authentication and verification platforms
• IVR, call routing, and customer journey design
• Integrations between voice platforms and backend systems (Hands-on configuration is not required, but solution understanding is essential.
Experience & Qualifications
• 5+ years’ experience as a Business Analyst or System Analyst, in technology-enabled environments
• Experience working in Agile and/or hybrid delivery environments
• Business analysis certification aligned to BABOK (or equivalent) is advantageous
• Experience in financial services or regulated environments is beneficial
Key Attributes
• Strong driver with a delivery mindset
• Confident engaging senior and technical stakeholders
• Structured, detail-oriented, and outcomes-focused
• Comfortable navigating ambiguity and leading conversations
• High levels of integrity, accountability, and professionalism
The Voice Technology Business Solution Analyst is responsible for bridging business needs with technical voice and contact centre solutions. The role focuses on eliciting, analysing, documenting, and driving clear business and system requirements for voice technology platforms and related integrations.
The incumbent acts as the key link between business stakeholders and technical delivery teams, ensuring that voice solutions are designed, implemented, and delivered in line with business objectives, customer experience outcomes, and governance standards.
This role requires a self-driven, strong communicator and influencer who can work independently, lead discussions, and drive requirement delivery end-to-end.
Business & Requirements Analysis
• Engage with business stakeholders to understand business needs, challenges, and objectives relating to voice and contact centre solutions
• Conduct requirements elicitation using workshops, interviews, process walkthroughs, and analysis techniques
• Document clear, complete, and traceable:
o Business requirements o Functional and non-functional requirements
o System and integration requirements o User stories, process flows, and use cases
• Develop detailed As-Is and To-Be process models, highlighting gaps, risks, and opportunities for improvement • Ensure requirements consider end-to-end impacts, including customer journeys, operational processes, risk, compliance, and controls
Business & Requirements Analysis
• Engage with business stakeholders to understand business needs, challenges, and objectives relating to voice and contact centre solutions
• Conduct requirements elicitation using workshops, interviews, process walkthroughs, and analysis techniques • Document clear, complete, and traceable:
o Business requirements o Functional and non-functional requirements
o System and integration requirements
o User stories, process flows, and use cases
• Develop detailed As-Is and To-Be process models, highlighting gaps, risks, and opportunities for improvement
• Ensure requirements consider end-to-end impacts, including customer journeys, operational processes, risk, compliance, and controls
Stakeholder Engagement & Delivery Support
• Act as the primary interface between business and technical teams for voice-related initiatives • Drive alignment, decision-making, and clarity across stakeholders at different levels
• Facilitate and lead requirements workshops with confidence and structure
• Clearly communicate impacts, risks, dependencies, and assumptions
• Support delivery teams throughout the lifecycle, including:
o Backlog refinement o System integration testing (SIT)
o User acceptance testing (UAT)
o Go-live readiness and post-implementation validation
• Escalate risks and unresolved dependencies proactively
Governance, Quality & Documentation
• Ensure requirements meet organisational standards for quality, auditability, and traceability
• Assist with:
o Business case inputs (when required)
o Impact assessments
o Change requests o Solution testing phases
o Solution sign-off documentation
• Maintain documentation in relevant tools (e.g. Jira, Confluence, MS Teams, or equivalent)
Apply sound judgement in managing risk, controls, and compliance relevant to voice solutions
Required Skills & Competencies
Core Skills
• Strong business and system analysis experience, preferably in voice or contact centre environments
• Proven ability to work independently, manage own deliverables, and drive outcomes
• Excellent written and verbal communication skills, with the ability to translate complexity into clarity
• Strong facilitation, stakeholder management, and influencing skills
• Ability to think end-to-end and customer-centric
Voice & Contact Centre Technology Exposure
Working knowledge or experience with one or more of the following is required:
• Contact centre platforms such as Amazon Connect (AWS), Avaya, or similar
• CRM integrations (e.g. Salesforce)
• Voice authentication and verification platforms
• IVR, call routing, and customer journey design
• Integrations between voice platforms and backend systems (Hands-on configuration is not required, but solution understanding is essential.
Experience & Qualifications
• 5+ years’ experience as a Business Analyst or System Analyst, in technology-enabled environments
• Experience working in Agile and/or hybrid delivery environments
• Business analysis certification aligned to BABOK (or equivalent) is advantageous
• Experience in financial services or regulated environments is beneficial
Key Attributes
• Strong driver with a delivery mindset
• Confident engaging senior and technical stakeholders
• Structured, detail-oriented, and outcomes-focused
• Comfortable navigating ambiguity and leading conversations
• High levels of integrity, accountability, and professionalism
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