Business Analyst -Technology -Senior Associate-Bangalore
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Job Description
Structured overview of role & requirementsAbout This Role
Own requirements gathering, functional specification, and solution design for contact center transformation projects, including CCaaS, conversational AI, and Gen AI implementations.
Manage Agile product backlog and facilitate Agile ceremonies to ensure timely delivery and alignment with business objectives.
Analyze contact center operational data to identify improvements and support predictive analytics initiatives for enhancing customer experience and operational efficiency.
Minimum Requirements
5 to 8 years of relevant experience in business analysis and technology consulting.
Bachelor's or Master's degree in Engineering, Technology, or MBA from a premier institution.
Strong expertise in contact center technologies (IVR, ACD, CTI integrations), Agile methodologies, and experience with CCaaS platforms like Amazon Connect, NICE CXone, or Genesys CX.
Proficient in English (oral and written); certifications like PMP, Agile, SAFe, or Scrum are preferred but not mandatory.
Ideal Candidate Profile
Experienced in bridging business and technical stakeholders in contact center technology environments with a focus on business transformation.
Skilled in managing vendor evaluations, RFP processes, and complex integration requirements across enterprise systems.
Comfortable working in cross-functional, onshore/offshore teams handling fast-paced, client-driven projects focused on contact center and AI technologies.