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.
Solid
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