Senior Business Analyst (Contact Centre / CCaaS) - Conversation Banking - (BFSI) [Shephali]
Senior Business Analyst owning end-to-end requirements and product backlog for Contact Centre/CCaaS transformation initiatives in BFSI, including Genesys CX Migration, IVR, and omnichannel delivery.
- Compensation
- Not disclosed
- Location
- Delhi, Mumbai, Pune, Hyderabad, Bengaluru,Chennai, all
- Work setup
- Not specified
- Seniority
- Senior
- Employment
- Full time
- Experience
- 5+ years
- Category
- Business analysis
- Posted
Skills
Must have
- 8–12 years of overall relevant experience
- Minimum 5 years recent BFSI experience
- Notice period up to 30 days maximum
- Senior BA experience within Retail Banking Contact Centre and CCaaS environments
- Expertise in Transformation and Change initiatives
- End-to-end requirements management and product backlog ownership
- Strong Agile project delivery track record
- Stakeholder management and Change Impact Assessment proficiency
- Ability to coordinate across multiple cross-functional teams
- Prior experience in a large, global organization
- Hands-on understanding of Contact Centre environments and Genesys CX Migration
- Experience in at least one of: IVR/CCaaS/Omnichannel, AI Agent Assist, data & analytics, BM/MI reporting
Nice to have
- Familiarity with Conversational AI, bots, and agent escalation scenarios
Full description
Role Type: Business Analyst (Senior)
Number of Openings: 6
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 Client, Mumbai, Pune, Hyderabad, Bengaluru, or Chennai.
Engagement Type - Full Time - Permanent
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 strong 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 / Good-to-Have Skills
- Familiarity with Conversational AI, ideally with direct experience working on bots and agent escalation scenarios