Senior Business Analyst – Retail Banking | Contact Centre | CCaaS

Location: Delhi/Hyderabad/Pune/Bangalore/Mumbai

We are looking for an experienced Senior Business Analyst with robust expertise in Retail Banking, Contact Centre and CCaaS transformation. The ideal candidate will have proven experience in Agile delivery, end-to-end requirements management, product backlog ownership and transformation/change initiatives, preferably within a large global organization.

Key Responsibilities

- Lead end-to-end business analysis and requirements management for Contact Centre and CCaaS transformation initiatives.
- Own and manage product backlogs, user stories and requirements within an Agile delivery environment.
- Work closely with business, technology and cross-functional teams to define and deliver solutions.
- Conduct Change Impact Assessments and support transformation/change initiatives.
- Manage stakeholders across multiple teams and geographically distributed environments.
- Support Genesys CX migration and Contact Centre transformation programmes.




- Translate business needs into clear requirements and actionable delivery outcomes.

Must-Have Skills
- Strong experience as a Senior Business Analyst in Retail Banking / Contact Centre environments.
- Hands-on CCaaS and Contact Centre experience.
- Experience in Transformation and Change initiatives.
- Strong Agile project delivery experience.
- Expertise in requirements management and product backlog ownership.
- Strong stakeholder and cross-functional team management skills.
- Experience working in a large global organization.
- Hands-on experience with Genesys CX Migration.
- Experience in one or more of:
- IVR / CCaaS / Omnichannel Delivery
- AI / Agent Assist use cases
- Data & Analytics
- MI / KPI tracking and reporting

Good to Have
- Experience with Conversational AI / Chatbots.
- Exposure to bot and agent escalation journeys.
- Understanding of AI-driven Contact Centre transformation.

Experience: Senior BA / 5+ Years Domain: Retail Banking | Contact Centre | CCaaS

Role: Senior Business Analyst

📌 Senior Business Analyst (Maharashtra)
🏢 Terra Technology Circle Consulting Private
📍 Maharashtra