Job Description:

- Lead business analysis and project delivery for contact center and customer experience transformation initiatives.

- Gather and translate business requirements into functional requirements, user stories, process flows, and delivery plans.

- Manage Genesys migration initiatives, coordinating business, technology, vendor, and implementation teams.

- Drive delivery of IVR, CCaaS, Chat, and Omnichannel solutions across customer service journeys.

- Support AI use cases, including Agent Assist and AI-enabled customer/agent journeys.

- Analyze contact center processes and identify opportunities for automation, digital transformation, and customer experience improvement.

- Manage project scope, timelines, dependencies, risks, issues, and stakeholder communication.





- Work with global stakeholders and distributed teams to ensure successful delivery across regions.

- Define and track KPIs, MI, dashboards, and management reporting to monitor business and operational performance.

- Work closely with Data & Analytics teams to define reporting requirements, metrics, data sources, and insights.

- Conduct stakeholder workshops, requirement walkthroughs, UAT coordination, testing, and implementation activities.

- Prepare project documentation, status reports, RAID logs, presentations, and management updates.

- Ensure solutions align with banking processes, controls, governance, and regulatory requirements.

📌 Digital & related CCT (Maharashtra)
🏢 Acme Services Private
📍 Maharashtra