Senior Business Analyst – Retail Banking | Contact Centre | CCaaS

Location: Delhi/Hyderabad/Pune/Bangalore/Mumbai

We are looking for an experienced
Senior Business Analyst
with strong 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

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

Experience:
Se

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