Business Analyst -Technology -Senior Associate-Bangalore
On-siteBengaluru, Karnataka, India
Job Summary
Gather, elicit, and document business and technical requirements for CCaaS, conversational AI, and contact center transformation initiatives. Translate objectives into functional specifications, user stories, and solution design inputs while mapping current and future-state call flows. Partner with architects to shape IVR, routing, and digital channel designs, then own the product backlog for sprint execution. Facilitate Agile ceremonies, manage stakeholder engagement across business and vendor groups, and conduct vendor analysis for RFP responses. Perform data analysis on contact center metrics to identify improvement opportunities and support predictive modeling initiatives. Define CTI integration requirements, API contracts, and Gen AI use cases, then drive defect triage and UAT sign-off.
Required Qualifications
- B. Engg./ B. Tech., M. Engg./ M. Tech./ MBA from a premier Technical/ Engineering/ Business School
- 5 - 8 years of experience
- Oral and written proficiency in English
- Strong experience in requirements gathering / elicitation, functional specification writing, and solution design collaboration
- Solid understanding of contact center fundamentals including IVR, ACD, routing strategies, campaigns, WFM, and reporting
- Deep understanding of Computer Telephony Integration (CTI) concepts and integration patterns with CRM and enterprise systems
- Proven experience in data analysis, with the ability to interpret operational contact center metrics and build supporting business cases
- Exposure to predictive analytics and predictive modeling techniques applied to customer experience or operational forecasting
- Working knowledge of APIs, integration patterns, and DevOps / CI/CD delivery practices
- Hands-on experience with Gen AI / Agentic AI use cases and prompt engineering
- Strong experience in backlog management and defect management using standard Agile / ALM tooling
- Proficiency in vendor analysis, platform comparison, and RFP response development
- Strong facilitation and stakeholder management skills across business and technical audiences
- Ability to translate ambiguous business needs into clear, actionable technical requirements
- Detail-oriented with strong documentation discipline
- Comfortable working with onshore/offshore, cross-functional teams
Desired Qualifications
- Experience with CRM platforms (Salesforce Service Cloud, ServiceNow) in a contact center context
- Exposure to Mulesoft or similar middleware/integration platforms
- Familiarity with AWS/Azure cloud concepts
- Experience analyzing contact center KPIs/reporting (Genesys/NICE/Connect analytics)
- Exposure to AI/LLM-based agent or RAG-based solutions
- DevOps Engineer certifications
- Agile certifications
- SAFe or other scaling methodology certifications
- Project Management Professional (PMP), Certified Scrum Manager (CSM), or similar PM-related certification
- Demonstrating analytical reasoning and business data analytics
- Implementing technology solutions and business transformation projects
- Utilizing strategic planning and project management skills
- Engaging in technical consultation and technology integration
- Excelling in communication and active listening
- Adapting to diverse client needs and fast-paced environments
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