Job Description

Job Purpose

- Serve as the techno-functional link across customer interaction and contact centre transformation programmes.
- Lead requirement analysis, BRD/functional documentation, and solution design for omnichannel and voice interactions.
- Align stakeholders, vendors, and internal teams to deliver excellence while upholding bank governance frameworks.
- Drive testing, rollout, and ongoing improvement across customer experience platforms.

Job Responsibilities:

Requirement Analysis

- Gather and assess business requirements from stakeholder teams.
- Convert those needs into BRDs, FSDs, user stories, and As-Is/To-Be process flows.
- Evaluate and confirm vendor-proposed solution approaches.
- Verify fit with the current architecture and platform capabilities.

Documentation, Communication & Collaboration

- Author BRDs, functional specifications, and end-to-end process journeys.
- Secure sign-offs from business, technology, and vendor stakeholders.
- Track requirement traceability through Jira/Confluence.
- Document project progress and keep all stakeholders informed.

Testing

- Design & Review UAT scenarios jointly with QA teams.
- Examine test cases, outcomes, and logs.
- Assist with identifying, triaging, and resolving issues.
- Confirm fixes and secure closure ahead of go-live.
- Perform post-implementation checks.





Quality and documentation

- Uphold governance, compliance, and risk frameworks.
- Keep documentation well-structured and artefacts audit-ready.
- Respond to audit queries and compliance reviews.
- Issue weekly progress and risk/issue reports. Training & Production Rollout
- Develop training material for recent features and functionality.
- Run user training workshops.
- Enable go-live readiness and production verification.
- Deliver L2 functional support for BAU queries.

Enhancements

- Spot gaps and inefficiencies and propose fixes.
- Benchmark solutions and features against industry trends.
- Recommend enhancements that strengthen customer experience journeys.
- Partner with stakeholders on continuous optimisation.

Key Skills

- Strong understanding of inbound/outbound contact centre operations.
- Hands‑on experience in:
- IVR, CTI/ACD, dialers, call routing
- Voice bots and agent workflows
- Omni‑channel platforms: SMS, Email, Chat, Whats App
- Working knowledge of:
- CCaaS platforms
- APIs, Postman, SoapUI
- Cloud‑based architectures
- Proficiency in Jira, Confluence, Excel, Power Point.
- Strong analytical, communication, and documentation skills.
- Ability to work in Agile and Waterfall delivery models.

📌 Senior Business Analyst (Gurugram)
🏢 HDFC
📍 Gurugram