Bailey Granger Email & Phone Number

In the last three years I've worked on a number of projects as a Business Analyst, primarily focussed on Contact Centre as a Service (CCaaS) migrations and optimisation. My knowledge is building as I experience different operating models, systems, processes, and service delivery in following industries: 1. Banking/Finance2. Health Care3. Superannuation4. Insurance5. Motoring Services6. Cloud Software Providers In 2025 I expect to complete my computer science degree at LaTrobe University with a focus on cyber security and programming. I'm starting to think about how I can create an opportunity to leverage my BA skills and cyber security learning, creating opportunities for personal experiences and growth. With that in mind, I'm also learning Spanish and Arabic and have an interest in moving abroad.

• 

  Data Analyst And Automated Testing

  Flare Design

  Jun 2021 - Present - Melbourne, Victoria, Australia

  Experienced in customer simulation testing across multiple CCaaS systems including AWS and Nice CXOne, navigating in IVR designs and agent desktop workflows. Recent case studies include:- Bank of New Zealand. Testing open speech, voice biometrics, and comparative performance to define the baseline for the shift from Genesys and AWS cloud. - Insurance Australia Group (IAG). Testing the introduction of one time password (OTP) on Aspect platform using automated tools (Cyara) to simulate the customer experience (CX). - Xero Accounting Software. Data modelling workforce requirements based on case types, skills, and geographical workforce structures.- Illawarra Credit Union. Speech IVR analysis including mapping member demand to performance to define operational improvement opportunities. - Automobile Association NZ. Developed the business requirements for migration from Avaya to AWS and helped model the resourcing requirements in production.

• 

  La Trobe University

  Computer Science