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Genpact brand plus niche contact-center and Agentic AI skills create moderate applicant competition.
Role's deep contact-center and Agentic AI focus makes cross-industry fit limited.
Required contact-center/Agentic AI experience and specific certifications raise screening strictness.
Lead requirements gathering, use case definition, and delivery support for Amazon Connect or similar contact center platforms and AI-driven Agentic applications.
Bridge business needs and technical implementation through detailed documentation and stakeholder communication including business goals translation into user stories, epics, and process flows.
Collaborate across cross-functional teams to ensure solutions adhere to responsible AI governance, compliance, and support UAT and change management activities.
Experience Required: Strong experience as a Business Analyst in Contact Centre solutions and AI-driven applications, including Amazon Connect or similar C Caa S platforms.
Bachelor's or Master's degree in Computer Engineering, Computer Science, Information Technology, or Software Engineering.
Certifications: AWS Certified Solutions Architect - Professional, Certified Kubernetes Administrator (CKA), or Red Hat Certified Engineer (RHCE).
Language proficiency: English at C2 level; Work location: Office-based with Flex Time shift in India.
Deep understanding of contact center operations including multichannel interactions, IVR, routing, workforce management, and reporting.
Experience working with AI/ML teams on Agentic AI solutions like conversational AI, autonomous workflows, and intelligent decision systems with responsible AI alignment.
Skilled in agile methodologies and managing complex stakeholder communications across business, product owners, architects, AI/ML engineers, and delivery teams.