Description

Translate business needs from Contact Center Operations, Product Owners, and Compliance into system requirements for omnichannel digital contact center platforms.

This role is hybrid.

Responsibilities

• Elicit, analyze, and document business, functional, and non-functional requirements including BRDs, FRDs, and user stories.
• Perform impact analysis across voice (IVR, ACD), digital channels (Chat, Email, SMS, Social, Bots), and CRM integrations.
• Support solution design, platform configuration, and upgrades for contact center transformations and cloud migrations.
• Execute Agile ceremonies, break down epics into features, and support SIT, UAT, and production readiness activities.
• Ensure solutions comply with banking regulatory, data privacy, security, and SOX requirements.

Required Skills

• 8+ years of experience as a Business Systems Analyst in BFSI or large enterprise environments.
• Strong experience with Digital Contact Center and Customer Engagement platforms (Omnichannel, Voice, Digital).
• Hands-on experience with CRM/Case Management integrations and API-based integrations (REST).
• Expertise in requirements gathering, process modeling, and documentation.
• Experience with Agile/SAFe delivery methodologies.
• Proficiency with JIRA, Confluence, Azure DevOps, and Visio.
• Deep understanding of retail/commercial banking contact center operations and regulatory standards.

Preferred Skills

• Experience working closely with architects and vendors on platform capabilities.
• Strong data analysis and reporting skills.

Key Skills

Education

Bachelor's degree