Description

You will translate business needs into technical requirements for digital contact center platforms within the banking sector.

This role is on-site.

Responsibilities

• Elicit and document business, functional, and non-functional requirements, including BRDs, FRDs, and user stories with clear acceptance criteria.
• Analyze impact across voice, digital channels, and CRM integrations to support solution design for omnichannel contact center platforms.
• Execute Agile delivery by grooming backlogs, planning sprints, and supporting SIT, UAT, and production readiness activities.
• Ensure solutions comply with banking regulatory standards, data privacy, security policies, and SOX documentation requirements.
• Coordinate with vendors, offshore teams, and architects to manage platform capabilities, upgrades, and legacy modernization.

Required Skills

• 8+ years of experience as a Business Systems Analyst, specifically within the BFSI domain.
• Deep understanding of digital contact center operations, including IVR, ACD, call routing, and omnichannel digital channels (Chat, Email, SMS, Social).
• Hands-on experience with CRM and Case Management integrations, including API-based (REST) integrations.
• Strong expertise in requirements gathering, process modeling, and technical documentation.
• Proficiency with Agile and SAFe delivery methodologies.
• Experience with JIRA, Confluence, Azure DevOps, and Visio for tracking and documentation.
• Familiarity with banking regulatory, security, and compliance standards.

Preferred Skills

• Experience supporting cloud migration and legacy modernization projects.
• Strong data analysis and reporting skills.

Key Skills

Education

Any Gradute