Business Analyst

We’re seeking a Business Analyst to lead discovery for a Contact Center as a Service (CCaaS) platform and Conversational AI stack—focusing on Genesys Cloud CX and Google CCAI/Agent Assist. The BA will run structured discovery, capture business and technical needs, and translate them into implementable requirements, stories, and solution artefacts for engineering.

Key Responsibilities

1. Discovery & Current-State Assessment

- Plan and facilitate workshops with Operations, CX, Compliance, and IT to baseline AS‑IS processes.

- Map IVR/IVA flows, queues, routing rules, and escalation paths.

- Map integration paths and routing rules in the existing Contact center landscape

2. Requirements Engineering

- Produce BRD/FRD/SRS with clear functional & non‑functional requirements.

- Define omnichannel routing, knowledge, NLP/NLU, STT/TTS, bot behaviors, handoff rules.

- Specify integrations, CRM, WFM/QM, reporting/BI, and telephony needs.

3. Backlog & Traceability

- Translate requirements into epics, features, and user stories.

- Maintain RTM and manage change requests.

4. Design Collaboration

- Partner with Solution/AI Architects.

- Validate DF CX/IVA design, intent taxonomy, dataset alignment.

5. Data, Risk & Compliance

- Capture data protection, audit, and regulatory needs.

6. Delivery Readiness & Testing Support

- Coordinate UAT, test cases, and go‑live readiness.

7. Stakeholder Management & Communication

- Create executive-level discovery summaries and RAID logs.

Required Qualifications

- 6–10 years BA experience; 3+ years with CCaaS

- Experience with IVR/IVA, routing, BOT→Agent handoff, analytics.

- Knowledge of integrations, security, compliance.

- Agile experience with Jira/Confluence.

Preferred

- Genesys Cloud, Dialogflow CX, Google CCAI.

- CBAP/CCBA certifications.

- BFSI domain experience.

We’re seeking a Business Analyst to lead discovery for a Contact Center as a Service (CCaaS) platform and Conversational AI stack—focusing on Genesys Cloud CX and Google CCAI/Agent Assist. The BA will run structured discovery, capture business and technical needs, and translate them into implementable requirements, stories, and solution artefacts for engineering.

Key Responsibilities

1. Discovery & Current-State Assessment

- Plan and facilitate workshops with Operations, CX, Compliance, and IT to baseline AS‑IS processes.

- Map IVR/IVA flows, queues, routing rules, and escalation paths.

- Map integration paths and routing rules in the existing Contact center landscape

2. Requirements Engineering

- Produce BRD/FRD/SRS with clear functional & non‑functional requirements.

- Define omnichannel routing, knowledge, NLP/NLU, STT/TTS, bot behaviors, handoff rules.

- Specify integrations, CRM, WFM/QM, reporting/BI, and telephony needs.

3. Backlog & Traceability

- Translate requirements into epics, features, and user stories.

- Maintain RTM and manage change requests.

4. Design Collaboration

- Partner with Solution/AI Architects.

- Validate DF CX/IVA design, intent taxonomy, dataset alignment.

5. Data, Risk & Compliance

- Capture data protection, audit, and regulatory needs.

6. Delivery Readiness & Testing Support

- Coordinate UAT, test cases, and go‑live readiness.

7. Stakeholder Management & Communication

- Create executive-level discovery summaries and RAID logs.

Required Qualifications

- 6–10 years BA experience; 3+ years with CCaaS

- Experience with IVR/IVA, routing, BOT→Agent handoff, analytics.

- Knowledge of integrations, security, compliance.

- Agile experience with Jira/Confluence.

Preferred

- Genesys Cloud, Dialogflow CX, Google CCAI.

- CBAP/CCBA certifications.

- BFSI domain experience.

Bachelor's/Master's in any stream 5-8 years