Senior Business Analyst - Banking (Contact Center & AI)

Job Title: Senior Business Analyst - Banking (Contact Center & AI)
Las Vegas, NV (Onsite)
Contract

Relevant Experience: 10+ Years.
Skills: Banking Domain with Credit card processing exposure

Responsibilities:
Requirements Elicitation & Process Mapping:
Map current-state ("as-is") contact center and field service workflows, identifying bottlenecks, redundant data entry, and system toggling issues.
Design optimized, agent-centric future-state ("to-be") operational processes, leveraging AI assist, automated call wrap-ups, and unified desktop interfaces.
Facilitate requirements gathering workshops with front-line agents, team leads, queue managers, and business stakeholders.

Agile User Story & Backlog Management:
Translate complex business needs into detailed Epics, User Stories, and Acceptance Criteria (using Gherkin/BDD format where applicable).
Partner with Product Owners and Scrum Masters to refine, prioritize, and manage the program backlog in Jira or AWS DevOps.
Clarify functional requirements during sprint planning and backlog refinement sessions for technical architects and developers.
User Acceptance Testing (UAT) & Operational Readiness:
Define test scenarios, write UAT test scripts, and coordinate business user testing across deployment phases.
Validate that implemented solutions meet specified acceptance criteria and business requirements.
Assist Change Management and Training teams by providing process documentation, feature walkthroughs, and functional context for training materials.

Data & Operational Analytics
Analyze contact center metrics (e.g., Average Handle Time, First Contact Resolution, Transfer Rates, Wrap-Up Time) to identify baseline performance and measure post-implementation improvements.