Senior Business Analyst (Contact Centre / CCaaS) - Conversation Banking - (BFSI) [Shephali]

Central Business Solutions, Inc; Delhi; On-site; INR 1,800,000 - 2,400,000; Full time

Job summary

Central Business Solutions, Inc. is seeking a Senior Business Analyst for Contact Centre/CCaaS initiatives in BFSI. Based at India delivery locations with a preference for Delhi, Mumbai, Pune, Hyderabad, Bengaluru or Chennai, you will own requirements, drive agile delivery, and coordinate multi-team efforts.

Ideal candidates bring 8–12 years of relevant experience, 5+ years in BFSI, and hands-on Genesys CX migration exposure to shape IVR, CCaaS, and omnichannel journeys.

Qualifications

• Senior BA in Retail Banking Contact Centre/CCaaS environments.
• Transformation and Change initiatives with core BA capabilities.
• End-to-end requirements management and backlog ownership; strong Agile delivery.
• Stakeholder management and Change Impact Assessments.
• Coordinate across cross-functional teams; large global org experience.
• Hands-on Contact Centre knowledge; Genesys CX Migration experience.
• Delivery experience in IVR/CCaaS/Omnichannel or AI use cases; data analytics or KPI reporting.

Responsibilities

• Own end-to-end requirements management and product backlog for Contact Centre/CCaaS initiatives.
• Lead Change Impact Assessments and engage stakeholders across transformation programmes.
• Support Genesys CX Migration from a business analysis perspective.
• Drive delivery in IVR, CCaaS, Omnichannel, AI-enabled Agent Assist journeys, or data/analytics reporting.
• Coordinate across multiple cross-functional teams to ensure aligned delivery outcomes.

Job description

Senior Business Analyst (Contact Centre / CCaaS) - Conversation Banking - (BFSI) [Shephali]

Role Type: Business Analyst (Senior)
Number of Openings: 6
Total Experience Required: 8–12 years of overall relevant experience.
BFSI Experience (Mandatory): Minimum 5 years of recent BFSI (Banking, Financial Services & Insurance) experience is mandatory.
Location: Open — candidate can be based at any of our India delivery locations, with a preference for Delhi Client, Mumbai, Pune, Hyderabad, Bengaluru, or Chennai.
Engagement Type - Full Time - Permanent
Notice Period: Immediate joiners strongly preferred. Candidates with a notice period of up to 30 days maximum will be considered — this is a firm requirement with no exceptions.

Key Responsibilities

• Own end-to-end requirements management and product backlog for Contact Centre/CCaaS initiatives
• Lead Change Impact Assessments and stakeholder engagement across the transformation programme
• Support Genesys CX Migration activities from a business analysis perspective
• Drive delivery in one or more of: IVR, CCaaS, Omnichannel Delivery, AI-enabled Agent Assist journeys, or data/analytics-led reporting
• Coordinate across multiple, cross-functional teams to ensure aligned delivery outcomes

Required / Must-Have Skills

• Senior BA experience within Retail Banking Contact Centre and CCaaS environments
• 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
• Proficiency 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 and experience with Genesys CX Migration
• At least one of the following: delivery experience in IVR, CCaaS or Omnichannel Delivery; implementing AI use cases for Agent Assist journeys; data & analytics expertise; experience with BM/MI (KPI tracking and reporting)

Preferred / Good-to-Have Skills

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