Business Analyst

SUMMARY:
A global systems integrator and digital transformation expert focused on technology-enabled CX is seeking a talented Business Analyst to join their dynamic team.

The Business Analyst’s (BA) primary role will be to support customers, Sales, and Customer Success Managers in the Cape Town region, with a focus on contact centre and customer service environments.

The role will involve understanding customer needs and business requirements and translate these into deliverable customer solutions that will provide tangible business benefits to those customers. Working as part of a broader team of Business Consultants and Business Analysts, the role will support the building of Connect’s consultative business analysis capability, based on measurable customer outcomes, efficient solution delivery, and continuous value realisation.

POSITION INFO:
The role will be ideal for an empathetic, logical, analytical thinker, who thrives at the intersection of technology, business, and customer success – and wants to help shape how customer value is delivered and sustained.

REQUIRED SKILLS AND EXPERIENCE :
- 2-3 years’ experience of as a Business Analyst or Consultant in technology, services, or customer experience environments.
- Proven success in customer-facing or consultative roles, engaging across pre-sales, delivery, and optimisation phases.
- Strong understanding of Customer Success principles, lifecycle management, and value realisation frameworks.
- Experience in requirements definition, process mapping and optimisation, and solution validation within multi-stakeholder environments.
- Excellent customer facing communication and facilitation skills - able to bridge business, technical, and executive audiences.
- Proficiency in using Salesforce (or similar) for lifecycle visibility and success tracking.

PREFERRED SKILLS :
- Experience in Customer Experience (CX), Contact Centre, SaaS, or Managed Services industries.
- Familiarity with CCaaS and CRM/CSM cloud platforms (AWS, Amazon Connect, Genesys, Five9, Zendesk, ServiceNow, Salesforce).
- Certification in Business Analysis (CBAP, PMI-PBA), Customer Success (CSM), or ITIL v4.
- Data fluency and ability to derive insight-driven recommendations.