Senior Business Analyst

Terra Technology Circle Consulting Private Limited; Pune District; On-site; INR 1,500,000 - 2,100,000; Full time

Job summary

Terra Technology Circle Consulting Private Limited in Pune invites a Senior Business Analyst to lead end-to-end analysis for Retail Banking and Contact Centre transformations. You will own requirements, manage product backlogs, and work with cross-functional teams to deliver solutions in an Agile environment.

The role requires hands-on CCaaS experience, Genesys CX migration exposure, and strong stakeholder management in a large global setting; familiarity with data analytics and KPI tracking is

Qualifications

• Experience as a Senior Business Analyst in Retail Banking / Contact Centre environments.
• Hands-on CCaaS and Contact Centre experience.
• Experience in Transformation and Change initiatives.
• Expertise in requirements management & product backlog ownership.
• Strong stakeholder and cross-functional team management.
• Experience in a large global organization.
• Hands-on experience with Genesys CX Migration.
• Experience in AI / Agent Assist use cases, Data & Analytics, and MI/KPI tracking.

Responsibilities

• Lead end-to-end business analysis and requirements management for Contact Centre and CCaaS transformation initiatives.
• Own and manage product backlogs, user stories and requirements within an Agile delivery environment.
• Work closely with business, technology and cross-functional teams to define and deliver solutions.
• Conduct Change Impact Assessments and support transformation/change initiatives.
• Manage stakeholders across multiple teams and geographically distributed environments.
• Support Genesys CX migration and Contact Centre transformation programmes.
• Translate business needs into clear requirements and actionable delivery outcomes.

Skills

Senior Business Analyst

Retail Banking

CCaaS

Agile delivery

Requirements management

Product backlog ownership

Stakeholder management

Genesys CX Migration

Transformation & Change

Job description

Senior Business Analyst – Retail Banking | Contact Centre | CCaaS

We are looking for an experienced Senior Business Analyst with strong expertise in Retail Banking, Contact Centre and CCaaS transformation. The ideal candidate will have proven experience in Agile delivery, end-to-end requirements management, product backlog ownership and transformation/change initiatives, preferably within a large global organization.

Key Responsibilities

• Lead end-to-end business analysis and requirements management for Contact Centre and CCaaS transformation initiatives.
• Own and manage product backlogs, user stories and requirements within an Agile delivery environment.
• Work closely with business, technology and cross-functional teams to define and deliver solutions.
• Conduct Change Impact Assessments and support transformation/change initiatives.
• Manage stakeholders across multiple teams and geographically distributed environments.
• Support Genesys CX migration and Contact Centre transformation programmes.
• Translate business needs into clear requirements and actionable delivery outcomes.

Must-Have Skills

• Strong experience as a Senior Business Analyst in Retail Banking / Contact Centre environments.
• Hands-on CCaaS and Contact Centre experience.
• Experience in Transformation and Change initiatives.
• Expertise in requirements management & product backlog ownership.
• Strong stakeholder and cross-functional team management skills.
• Experience working in a large global organization.
• Hands-on experience with Genesys CX Migration.
• Experience in one or more of:
• AI / Agent Assist use cases
• Data & Analytics
• MI / KPI tracking and reporting

Good to Have

• Experience with Conversational AI / Chatbots.
• Exposure to bot and agent escalation journeys.
• Understanding of AI-driven Contact Centre transformation.

Experience:

Senior BA / 5+ Years