Must-have Skills: Senior BA with Retail Banking Contact Centre, and CCaaS Experience. Has demonstrated expertise in Transformation and Change initiatives, alongside core BA capabilities. End-to-end requirements management and product backlog ownership, with a strong Agile project delivery track record.

Proficient in stakeholder management and conducting Change Impact Assessments. Proven ability to coordinate and collaborate across multiple, cross-functional teams. Prior experience working within a large, global organization.

Hands-on understanding of Contact Centre environments.

Experience in Genesys CX Migration.

Has at least one of the following: Delivery experience in IVR, CCaaS, Omnichannel Delivery. Implementing AI use cases for Agent Assist journeys. Data & analytics expertise.

Experience with BM/MI (KPI Tracking and reporting. Valuable-to-have Skills: Familiarity with Conversational AI, ideally with direct experience working on bots and agent escalation scenarios.

📌 Senior BA: Retail Banking Contact Centre/CCaaS Transformation (Shephali) (India)
🏢 Central Business Solutions
📍 India