Business Analyst (IVR Genesys)

Virtusa; Dubai; On-site; AED 180,000 - 300,000; Full time

Job summary

Virtusa invites applications for a Business Analyst focusing on Digital Banking IVR, Online & Mobile Banking, and CRM/Genesys workflows. The role involves eliciting requirements, data analysis, and designing customer journeys for improved automation and user experience in the IVR channel.

The candidate will map processes, translate needs into technical specs, and collaborate with cross-functional teams to drive continuous improvements in banking solutions.

Qualifications

• Gather and document business requirements for IVR/Chatbot projects.
• Analyze data and identify trends to inform decisions.
• Map current processes and propose optimized workflows.
• Translate business needs into technical specifications.
• Engage stakeholders across departments to gather input.
• Develop business cases and cost-benefit analyses.
• Create clear BRDs, use cases, and test plans.
• Collaborate with QA to validate requirements and UAT."
• Stay updated on IVR/Banking tech trends and opportunities.

Responsibilities

• Elicit, analyze, and document business requirements for IVR and Banking Chatbot initiatives.
• Analyze data sources including call centre activities to drive automation opportunities.
• Map and optimize end-to-end processes to improve efficiency and cost.
• Collaborate with tech teams to translate requirements into technical specs.
• Engage Legal, Compliance, OpsRisk, IT Risk, INA and others to align on needs.
• Develop business cases and performance insights for proposed initiatives.
• Document requirements, use cases, specs, and test plans.
• Support testing and UAT to ensure solution meets requirements.
• Identify opportunities for continuous improvement in IVR and Chatbot usage.

Skills

Requirement gathering

Data analysis

Process mapping

Solution design

Stakeholder management

Business case development

Documentation

Testing & QA

Continuous improvement

Tools

Genesys

Job description

Digital Banking (Online & Mobile Banking Website Digital Wealth Applications Tablet Banking & CRM Genesys IVR IVR and ATM & CDM)

• Requirement Gathering

  Collaborate with stakeholders to elicit analyze and document business requirements including functional and non-functional requirements towards the goal of superior customer experience on the IVR channel by improving automation and customer friendly business rules

  Conduct interviews workshops and observations to design customer journeys on the IVR

• Data Analysis

  Collect analyze and interpret data from various sources including call centre agent activities to identify trends patterns and insights that can inform business decisions. Identify agent processes that can be automated on the Genesys IVR

  Develop and maintain data models perform data mapping and assist in data governance activities.

• Process Mapping and Optimization

  Evaluate existing business processes identify inefficiencies or bottlenecks and propose optimized workflows.

  Document process maps conduct gap analysis and recommend process improvements to enhance efficiency reduce costs or improve customer experience through IVR

• Solution Design

  Collaborate with technical teams such as software developers and system architects to translate business requirements into technical specifications.

  Participate in solution design sessions review prototypes and provide feedback to ensure the developed solution aligns with business needs.

• Stakeholder Management

  Engage with stakeholders across different departments or teams such as Legal Compliance OpsRisk ITRisk INA etc. to gather input validate requirements and manage expectations.

  Facilitate communication and foster collaboration between business and technical teams throughout the project lifecycle.

• Business Case Development

  Assist in developing business cases and cost-benefit analyses to evaluate the feasibility and potential impact of proposed projects or initiatives.

  Provide insights and recommendations based on data analysis and industry trends.

• Documentation

  Create clear and concise business requirements documents use cases functional specifications and test plans.

  Ensure documentation is up-to-date and accessible to relevant stakeholders.

• Testing and Quality Assurance

  Collaborate with testing teams to define test scenarios validate test results and ensure that the developed solution meets the defined requirements.

  Participate in user acceptance testing (UAT) and provide support in resolving issues or bugs.

• Continuous Improvement

  Stay up-to-date with industry trends best practices and emerging technologies relevant to the usage of IVR and Chatbots in Banking domain.

  Proactively identify opportunities for process improvement and recommend innovative solutions.

Required Experience

IC