Business Analyst
EXL (company site, opens in a new tab)6–10 yrsUttar PradeshHybridDirect career pageEst. 10–18 LPA
Posted 2d ago
Reach people at EXL
People at this company you can reach
Log in to see who works here
Create a free account or log in to see the people at EXL you could write to:
- Recruiters & HR
- People in this function
- Work addresses
Your match
Against your primary resume
Log in to see your match score
Create a free account or log in to unlock your CV match score across:
- Role fit
- Experience
- Industry relevance
Protocol Intelligence
How competitive this role is
Competition
Background fit
Strictness
Log in to see why each signal reads the way it does.
Job description
Structured overview of role & requirements
About This Role
- Lead discovery and current-state assessment workshops for Contact Center as a Service (CCaaS) and Conversational AI platforms, focusing on Genesys Cloud CX and Google CCAI.
- Translate business and technical needs into detailed functional and non-functional requirements, user stories, and solution artifacts for engineering.
- Manage backlog, maintain traceability (RTM), collaborate with solution architects, support UAT and delivery readiness, and handle stakeholder communication including executive summaries and risk logs.
Minimum Requirements
- 6–10 years of Business Analyst experience with at least 3 years in CCaaS domain.
- Experience with IVR/IVA, routing, BOT-to-Agent handoff, analytics, integrations, security, and compliance.
- Proficiency in Agile methodologies and tools such as Jira and Confluence.
- Bachelor's or Master's degree in any stream.
Ideal Candidate Profile
- Experienced in structured discovery and requirements engineering specifically for contact center and conversational AI technologies.
- Skilled in translating complex business and technical needs into detailed documentation and agile backlogs for engineering delivery.
- Familiar with Genesys Cloud, Dialogflow CX, Google CCAI, and possesses knowledge of BFSI domain and certifications like CBAP/CCBA is a plus.