Description

Key Responsibilities
Business Systems AnalysisCollaborate 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 TechnologySupport requirements and solution design across omnichannel contact center platforms| including
oVoice (IVR| ACD| call routing)
oDigital channels (Chat| Email| SMS| Social| Bots)
oCRM and Case Management integrationsWork 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 ManagementAct 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
oOmnichannel contact center solutions (voice digital)
oCRM Case Management integrations
oAPI-based integrations (REST)Expertise in requirements gathering| process modeling| and documentation
Banking Domain Knowledge Deep understanding of retailcommercial banking contact center operations
Familiarity with regulatory| security| and compliance standards in banking
Experience working in large enterprise delivery environments
Delivery ToolsAgile SAFe delivery experience
Tools JIRA| Confluence| Azure DevOps| Visio
Strong data analysis and reporting skills

Key Skills

Education

Bachelor's degree