Business Analyst CX Products

Location: Gurgaon

Experience: 58 Years

Employment Type: Full-Time

Immediate Joiners

Domain Customer Experience Industry CRM, ChatBot, Voice BOT , QMS

RMT Engineering Pvt. Ltd is a leading software services company committed to delivering innovative solutions that empower our clients to thrive in the digital age. We're on the lookout for a dedicated Business Analyst who combines analytical prowess with a deep understanding of customer needs. If you're passionate about translating business problems into actionable requirements, possess excellent SQL skills, and thrive in a cooperative environment, we want to hear from you.

About the Role

We're looking for a Business Analyst who's been a developer first someone who has written code, shipped features, and understood a system from the inside, and has since moved into translating business needs into technical solutions. This isn't a BA who only writes requirements and hands them off; this is someone who can sit with engineering, understand architecture trade-offs, and hold their ground on scope, timelines, and priorities.

You'll work primarily on our Customer Experience (CX) product line voice-bots, CRM integrations, chatbots, or similar customer-facing platforms bridging the gap between what the client wants, what the business needs, and what engineering can realistically deliver.

What You'll Do

- Own requirement gathering, documentation, and sign-off for CX product features and enhancements from discovery to UAT.
- Translate business requirements into functional specs, user stories, and process flows that developers can build from without back-and-forth.
- Work across the full SDLC — planning, design, development, testing, deployment — and know exactly where a BA needs to step in at each stage.
- Partner closely with engineering teams to validate technical feasibility, flag risks early, and prevent scope creep before it becomes a delivery problem.




- Analyze CX product data (call/chat logs, deflection rates, SLAs, customer journeys) to identify gaps and recommend improvements.
- Drive UAT cycles, track defects, and push issues to closure — not just log them.
- Manage timelines assertively. Chase stakeholders, escalate blockers, and keep delivery on track without waiting to be asked.
- Prepare clear documentation: BRDs, FRDs, wireframes/process maps, and release notes.
- Represent the business side in sprint planning, stand-ups, and steering committee discussions when needed.

What We're Looking For

- 5–8 years of experience, with a clear track record of having worked as a developer before transitioning into a BA role. Hands-on coding background is a must — not a nice-to-have.
- Strong understanding of SDLC and Agile/Scrum delivery models.
- Prior experience in CX / customer experience products — voicebots, chatbots, CRM, contact center tech, or similar — is strongly preferred.
- Sharp analytical thinking — comfortable digging into data, logs, and reports to find the "why," not just the "what."
- Assertive and outcome-driven. You follow up, you push, and you get things closed on time — politely, but firmly.
- Excellent written and verbal communication — able to talk to developers in their language and to clients/leadership in theirs.
- Working knowledge of tools like JIRA, Confluence, SQL (basic-to-intermediate), and wireframing tools (Figma/Balsamiq or similar).
- Prior client-facing experience is a strong plus.

Good to Have

- Exposure to CRM platforms (Salesforce, Zoho) or contact center/IVR systems.
- Understanding of APIs and integration workflows (even if you're not writing code day-to-day anymore).
- Experience presenting to senior stakeholders or steering committees.

Why This Role You'll sit at the intersection of business, engineering, and client expectations — with real ownership over how CX products get shaped and delivered. If you like being the person who makes sure things don't fall through the cracks, this is built for you.

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