Senior BA: Retail Banking Contact Centre/CCaaS Transformation (Shephali)

Central Business Solutions, Inc; India; On-site; INR 1,800,000 - 3,000,000; Full time

Job summary

Central Business Solutions, Inc. is seeking a Senior BA for Retail Banking Contact Centre CCaaS transformation in India. You will own end-to-end requirements, manage product backlog, and drive agile delivery across multiple cross-functional teams in a large global organization.

The role requires hands-on experience in contact centre environments, Genesys CX migration, and proficiency in change impact assessments, with a strong emphasis on data analytics and KPI tracking.

Qualifications

• Senior BA with Retail Banking Contact Centre and CCaaS experience.
• Expertise in transformation and change initiatives with core BA capabilities.
• End-to-end requirements management and backlog ownership in Agile delivery.
• Proficient in stakeholder management and Change Impact Assessments.
• Coordinate across cross-functional teams in a large global organization.
• Hands-on Contact Centre environment experience, Genesys CX Migration
• Delivery experience in IVR/CCaaS/Omnichannel is a plus.
• AI use cases for Agent Assist journeys and data analytics experience.

Skills

Retail Banking CCaaS

Transformation & Change

End-to-end requirements

Agile delivery

Stakeholder management

Cross-functional coordination

Global organization experience

Contact Centre knowledge

AI in agent journeys

Data & analytics

BM/MI reporting

Job description

Senior BA: Retail Banking Contact Centre/CCaaS Transformation (Shephali)

• India, India

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.

Good-to-have Skills:

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