Must-have Skills :

Senior BA with Retail Banking Contact Centre and CCaaS Experience. Has demonstrated expertise in Transformation and Change initiatives, alongside core BA capabilities. End-to-end requirements management and product backlog ownership, with a strong Agile project delivery track record. Proficient in stakeholder management and conducting Change Impact Assessments. Proven ability to coordinate and collaborate across multiple, cross-functional teams.

Prior experience working within a large, global organization. Hands-on understanding of Contact Centre environments. Experience in Genesys CX Migration. Has at least one of the following :

- Delivery experience in IVR, CCaaS, Omnichannel Delivery.

- Implementing AI use cases for Agent Assist journeys.

- Data & analytics expertise.

- Experience with BM/MI (KPI Tracking and reporting).

Key Responsibilities :

- Translate intricate retail banking business requirements into detailed functional specifications for conversational AI and chatbot platforms to ensure technical alignment with business goals.

- Lead digital transformation initiatives within contact centers by identifying automation opportunities that reduce manual intervention and enhance service delivery speed.

- Collaborate with product owners and engineering teams to refine user stories and acceptance criteria within an Agile framework, ensuring high-quality product increments.

- Analyze customer interaction data and contact center metrics to provide actionable insights that drive continuous improvement in conversational flows and self-service adoption rates.

- Manage stakeholder expectations by facilitating workshops and requirement gathering sessions, ensuring that the final digital solution addresses core pain points in the customer journey.

Good-to-have Skills :

- Familiarity with Conversational AI, ideally with direct experience working on bots and agent escalation scenarios.

Total Experience : 10-15 years