Business Analyst with Contact Center

We are looking for an experienced Business Systems Analyst with expertise in Digital Contact Center technologies and the Banking/Financial Services (BFSI) domain. The ideal candidate will work closely with business stakeholders, product owners, and technology teams to gather requirements, support solution design, and deliver digital contact center initiatives.

Key Responsibilities:

• Gather, analyze, and document business and system requirements.
• Work with stakeholders to translate business needs into functional solutions.
• Support digital contact center platforms, including IVR, ACD, chat, email, SMS, social channels, and CRM integrations.
• Participate in Agile ceremonies, including sprint planning, backlog grooming, and user story creation.
• Support system integration testing (SIT), user acceptance testing (UAT), and production deployments.
• Ensure solutions meet banking compliance, security, and regulatory requirements.
• Coordinate with vendors, offshore teams, and internal stakeholders throughout project delivery.
• Prepare project updates and documentation for business and executive stakeholders.

Required Skills:

• 8+ years of Business Systems Analysis experience in the Banking/Financial Services industry.
• Strong experience with digital contact center and omnichannel customer engagement platforms.
• Hands-on experience with CRM and case management integrations.
• Knowledge of REST API integrations.
• Strong skills in requirements gathering, process analysis, and documentation.
• Experience working in Agile/Scrum or SAFe environments.
• Proficiency with JIRA, Confluence, Azure DevOps, and Visio.
• Understanding of banking compliance, security, and regulatory standards.

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