Lead Business Analyst - MS 365 Copilot

EPAM Systems; Chennai District; On-site; INR 1,400,000 - 2,400,000; Full time

Benefits offered by this job

Online university

Knowledge sharing

External certifications

Tech Talks

Hackathons

LinkedIn Learning

Relocation support

Health benefits

Retirement benefits

Paid time off

Flexible benefits

Job summary

EPAM Systems, Inc. is seeking a Lead Business Analyst to bridge business domains between sales and customer support and the technical delivery of AI agents.

The role emphasizes domain expertise, product stewardship, and AI awareness while collaborating with the Microsoft team to validate agent behavior and scope. You will engage stakeholders across sellers and support teams, translate business needs into product direction, and drive backlog refinement in a fast-moving, innovative environment in

Qualifications

• 10-15 years of overall professional experience with a product owner or similar business-facing role.
• Strong understanding of AI and Agentic AI concepts, including Microsoft ecosystem.
• Domain expertise in Sales and/or Customer Support processes.
• Ability to translate business context into actionable product directions.

Responsibilities

• Act as the business voice for AI agent use cases within one or more program bricks.
• Ensure AI agents align with business outcomes across sales and customer support.
• Collaborate with PM, Microsoft delivery team, and solution architects to validate agent behavior and scope.
• Contribute to backlog refinement, acceptance criteria, and agent validation activities.
• Translate requirements gaps into clear directions for delivery teams.
• Engage business stakeholders to gather feedback and represent needs.

Skills

Product Owner/Delivery liaison

AI concepts

Stakeholder engagement

Sales domain knowledge

Customer support domain knowledge

Communication

Tools

Microsoft Copilot Studio

Power Platform

Salesforce

Microsoft Dynamics

Job description

EPAM is a leading global provider of digital platform engineering and development services. We are committed to having a positive impact on our customers, our employees, and our communities. We embrace a dynamic and inclusive culture. Here you will collaborate with multi-national teams, contribute to a myriad of innovative projects that deliver the most creative and cutting-edge solutions, and have an opportunity to continuously learn and grow. No matter where you are located, you will join a dedicated, creative, and diverse community that will help you discover your fullest potential.We are seeking a Lead Business Analyst to bridge the gap between business domains (sales, customer support) and the technical delivery of AI agents. Given that agents have already been defined collaboratively with Microsoft, this role places greater emphasis on domain expertise, product stewardship, and AI technology awareness than on requirements authoring from scratch.ResponsibilitiesAct as the business voice for assigned AI agent use cases within one or more program bricksEnsure that AI agents under development align with the intended business outcomes across sales and customer supportWork closely with the Project Manager, Microsoft delivery team, and solution architects to validate agent behavior and scopeContribute to backlog refinement, acceptance criteria, and agent validation activitiesTranslate business needs into clear and actionable directions for the delivery team when requirements gaps ariseUnderstand and articulate the distinctions between agent types (custom declarative agents, system-to-system agents, etc.) to facilitate productive conversations with the Microsoft teamEngage business stakeholders (sellers, customer support teams) to gather feedback, validate outputs, and represent their needs throughout deliveryOperate pragmatically, be decisive, take ownership, and drive progress in a fast-moving, innovative environmentSupport tiered communication to clearly report product status and decisions at both operational and executive levels when requiredRequirements10-15 years of overall professional experience, with a proven background as a Product Owner or a similar business-facing product/delivery roleUnderstanding of AI and Agentic AI concepts, including agent types and the Microsoft AI/Copilot ecosystem, with the ability to engage in technically credible conversations with architects and developersDomain expertise in one or more of the following: Sales processes, Customer Support operationsCapability to translate business context into clear product direction, even in scenarios where high-level agent definitions already existSkills in stakeholder engagement, with comfort working with sellers, marketers, support teams, and technology partnersPragmatic and decisive mindset, with the ability to operate with ambiguity and keep delivery movingProficiency in communication and reporting, concise, synthetic, and adaptable for different audiencesShowcase of experience managing products involving Microsoft technologiesNice to haveFamiliarity with Microsoft Copilot Studio, Power Platform, or related Microsoft AI toolingBackground in CRM platforms (particularly Salesforce or Microsoft Dynamics) used in sales and support contextsExperience working in agentic AI or intelligent automation product deliveryWe offerOpportunity to work on technical challenges that may impact across geographiesVast opportunities for self-development: online university, knowledge sharing opportunities globally, learning opportunities through external certificationsOpportunity to share your ideas on international platformsSponsored Tech Talks & HackathonsUnlimited access to LinkedIn learning solutionsPossibility to relocate to any EPAM office for short and long-term projectsFocused individual developmentBenefit package:Health benefitsRetirement benefitsPaid time offFlexible benefitsForums to explore beyond work passion (CSR, photography, painting, sports, etc.)