Senior Business Analyst - Contact Centre Uplift

Will you actively create a healthier future for tomorrow? 

At Medibank we’re encouraged to think big. We have a clear purpose to impact better health outcomes for our customers, patients and our community. 

We celebrate diversity of thought because we want to make better decisions for our customers. As we work towards our goal of better health for better lives, we value the knowledge and contribution of Aboriginal and Torres Strait Islanders. We are working hard to create an inclusive workplace and develop Indigenous careers. 

Medibank has bold 2030 Vision to deliver the best health and wellbeing for Australia increasingly relies on succeeding in Digital. Digital platforms and engineering services will be a critical enabler for future health and insurance experiences we deliver to our customers. The current Digital platforms have strong capabilities but for us to win in the context of 2030 vision, our digital assets will need to be reimagined and further evolved that is scalable, increases agility and accelerate solution delivery with improved security posture. 

• Requirements across telephony, IVR, queues, routing, call flows and configuration


• User roles, permissions and operational processes


• Reporting and analytics requirements


• Functional and non‑functional requirements aligned to CCaaS constraints


• As‑is and to‑be telephony, reporting and operational process documentation


• Vendor assessment, capability reviews and RFP support


• MVP‑focused simplification to drive quick, effective decision‑making


• Alignment across brands, infrastructure and call flow workstreams


• Clear, concise impact summaries and contribution to program governance
  
  

What You’ll Bring

• Deep experience in contact centre operations and CCaaS platforms


• Strong understanding of telephony technologies (Genesys, NICE, AWS Connect or similar)


• Experience with on‑prem → cloud telephony migrations


• Knowledge of IVR logic, routing rules and telephony terminology


• Background in operational/transactional reporting requirements


• Ability to work across PMs, SMEs, operational leaders and vendors


• Confidence to challenge, align and clarify in ambiguous environments


• Practical, outcome‑focused approach — avoids over‑documenting


• Fast, autonomous working style; proactive “go‑getter” mentality


• Strong change awareness and understanding of user impacts

A career with us 

At Medibank, we believe work is something we do, not somewhere we go. Our modes of working – Collaboration, Connection and Concentration – help inform how your day is structured and where you choose to work will vary, depending on your role and requirements.   

The wellbeing of our employees is our priority. We encourage you to talk to us about any additional support you may require during the recruitment process, as well as how this role can be flexible for you. We encourage applications from candidates with a disability, if you require any adjustments or alternate formats of key information at any stage of the recruitment process, we welcome hearing from you.