Job Summary

Senior Business Analyst (Contact Centre / CCaaS) - Conversation Banking - BFSI - India (IK)

Role Type: Business Analyst (Senior)

Total Experience Required: 8-12 years of overall relevant experience.

BFSI Experience (Mandatory): Minimum 5 years of recent BFSI (Banking, Financial Services Insurance) experience is mandatory.

Location: Open - candidate can be based at any of our India delivery locations, with a preference for Delhi NCR, Mumbai, Pune, Hyderabad, Bengaluru, or Chennai.

Engagement Duration: 1 year+ (this is expected to be a multi-year engagement).

Notice Period: Immediate joiners strongly preferred. Candidates with a notice period of up to 30 days maximum will be considered - this is a firm requirement with no exceptions.

Key Responsibilities

- Own end-to-end requirements management and product backlog for Contact Centre/CCaaS initiatives
- Lead Change Impact Assessments and stakeholder engagement across the transformation programme
- Support Genesys CX Migration activities from a business analysis perspective
- Drive delivery in one or more of: IVR, CCaaS, Omnichannel Delivery, AI-enabled Agent Assist journeys, or data/analytics-led reporting
- Coordinate across multiple, cross-functional teams to ensure aligned delivery outcomes

Required / Must-Have Skills





- Senior BA experience within Retail Banking Contact Centre and CCaaS environments
- Demonstrated expertise in Transformation and Change initiatives, alongside core BA capabilities
- End-to-end requirements management and product backlog ownership, with a robust Agile project delivery track record
- Proficiency 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 and experience with Genesys CX Migration
- At least one of the following: delivery experience in IVR, CCaaS or Omnichannel Delivery; implementing AI use cases for Agent Assist journeys; data analytics expertise; experience with BM/MI (KPI tracking and reporting)

Preferred / Positive-to-Have Skills

- Familiarity with Conversational AI, ideally with direct experience working on bots and agent escalation scenarios

Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.

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