Senior Business Analyst - Contact Centre Uplift

Job Requisition Number: 13886

Date: 15 Feb 2026

Location:

VIC, AU VIC, AU

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. 

Medibank is embarking on a major multi‑brand transformation of our contact centre technology environment through a large‑scale CCaaS uplift, modernising telephony across all brands by moving from legacy on‑premise systems to a contemporary cloud platform. This program spans shaping, discovery, vendor evaluation, delivery and post–go‑live optimisation across telephony, IVR, call routing, reporting, analytics and user configuration, ultimately simplifying our tech landscape, strengthening reliability and improving member experience.

We are seeking a high‑performing, confident and outcome‑driven Senior Business Analyst with deep contact centre expertise to join us on a $900/day, six‑month contract with strong potential for extension, leading requirements and discovery across all telephony and contact centre streams in a fast‑paced, multi‑brand environment; please note this is a highly specialised role and applicants should apply only if they meet the majority of the criteria.

What You’ll Lead

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

Before You Apply

This is a very specialised Senior BA role with a strong telephony and CCaaS focus. Please apply only if you meet most of the criteria below.

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.