Description

Key Responsibilities
Business Systems Analysis Collaborate with Contact Center Operations| Product Owners| CX| Compliance| and Technology teams to understand business needs and translate them into system requirements.
Elicit| analyze| document| and manage business| functional| and non-functional requirements (BRD| FRD| user stories).
Perform impact analysis across contact center platforms| downstream systems| and integrations.
Digital Contact Center Technology Support requirements and solution design across omnichannel contact center platforms| including
o Voice (IVR| ACD| call routing)
o Digital channels (Chat| Email| SMS| Social| Bots)
o CRM and Case Management integrations Work closely with architects and vendors on platform capabilities| configuration| and upgrades.
Support contact center transformations| including cloud migration and legacy modernization.
Delivery Agile Execution Participate in AgileScrum ceremonies backlog grooming| sprint planning| demos| and retrospectives.
Break down requirements into epics| features| and user stories with acceptance criteria.
Support SIT| UAT| and production readiness activities triage defects and clarify requirements.
Risk| Compliance Controls (Banking)Ensure solutions comply with banking regulatory requirements| data privacy| security| and risk policies.
Support audit| access control| data residency| and SOX regulatory documentation.
Identify risks and dependencies early and work with stakeholders to mitigate them.
Stakeholder Vendor Management Act as a single point of contact for business stakeholders for assigned capabilities.
Coordinate with vendor teams| offshore delivery teams| and enterprise platforms.
Support executive-level communication through structured decks| summaries| and readouts.

Required Skills Qualifications Core Skills
8 years of experience as a Business Systems Analyst in BFSI Strong experience in Digital Contact Center Customer Engagement platforms Hands-on experience with
o Omnichannel contact center solutions (voice digital)
o CRM Case Management integrations
o API-based integrations (REST)Expertise in requirements gathering| process modeling| and documentation Banking Domain Knowledge Deep understanding of retail commercial banking contact center operations Familiarity with regulatory| security| and compliance standards in banking Experience working in large enterprise delivery environments Delivery Tools Agile SAFe delivery experience Tools JIRA| Confluence| Azure DevOps| Visio Strong data analysis and reporting skills

Key Skills

Education

Any Gradute