Principal Consultant– Business Analyst
Genpact (company site, opens in a new tab)GurugramOn-siteDirect career pageEst. 25–40 LPA
Posted on 3 Sept
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Job description
Structured overview of role & requirements
About This Role
- 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.
Minimum Requirements
- 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.
Ideal Candidate Profile
- 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.