Business Analyst -Technology -Senior Associate-Bangalore
PwC (company site, opens in a new tab)5–8 yrsBengaluruOn-siteDirect career pageEst. 14–24 LPA
Posted on 25 Sept
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Job description
Structured overview of role & requirements
About 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.