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Strong PwC brand, metro location, and a mid-level generalist BA role increase applicant competition.
Specialized CCaaS, CTI, and contact-center domain expertise reduces cross-industry transferability.
Explicit 5–8 years plus mandatory CCaaS/CTI, GenAI, Agile, and integration skills make shortlisting highly strict.
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Lead requirements gathering, functional specification writing, and solution design for CCaaS, conversational AI, and contact center transformation projects.
Manage Agile product backlog, sprint ceremonies, stakeholder engagement, and vendor/platform evaluations to deliver optimized contact center solutions.
Analyze contact center operational data and support predictive analytics initiatives to identify improvement opportunities and quantify business impact.
5-8 years of relevant experience in business analysis and technology solution design.
Bachelor's or Master's degree in Engineering, Technology, or MBA from a premier Technical/Engineering/Business school.
Strong expertise in contact center fundamentals, CTI integration, Agile backlog and defect management, and hands-on experience with Gen AI/Agentic AI use cases.
Proficient in English (oral and written). Certifications like DevOps Engineer, Agile, SAFe, PMP, or CSM are advantageous but not mandatory.
Experienced in bridging business and technical teams to translate complex business objectives into detailed technical solutions within contact center technology domains.
Skilled in stakeholder management, vendor analysis, and Agile delivery methodologies involving cross-functional and onshore/offshore teams.
Demonstrates strong analytical skills with a focus on data-driven decision making and operational efficiency improvements in contact center or customer experience environments.