Senior Manager - AI Delivery

Firstsource Healthcare; Bengaluru; Hybrid; INR 1,200,000 - 2,400,000; Full time

Job summary

Firstsource Healthcare in Bengaluru is seeking a detail-oriented Business Analyst to bridge business, compliance, engineering, and client stakeholders for next-generation conversational AI in financial services. You will own requirement lifecycle across discovery, design, delivery, and post-launch iteration.

The role focuses on requirements engineering, regulatory alignment, and integration analysis within a hybrid, full-time setup in the financial services domain.

Qualifications

• Bachelor's or Master's degree in Business Administration, Information Systems, Computer Science, Finance, or a related field.
• Minimum 6+ years of experience as a Business Analyst in technology-led product, platform, or transformation delivery.
• Demonstrated experience delivering requirements for conversational AI, IVR, contact-center automation, or voice-enabled applications.
• Strong working knowledge of US collections regulation (FDCPA, Regulation F, TCPA) and payment-data handling standards (PCI-DSS).
• Proven ability to author BRDs, FRDs, user stories, process flows (BPMN/UML), and traceability matrices at production quality.
• Hands-on experience with agile delivery frameworks (Scrum, Kanban) and requirement management tooling (JIRA, Confluence, Azure DevOps, Aha! or equivalent).
• Working understanding of REST APIs, webhooks, event-driven architectures, and enterprise integration patterns.
• Excellent facilitation, stakeholder management, and written communication skills, with the ability to move fluidly between business and technical audiences.
• CBAP, PMI-PBA, IIBA-AAC (Agile Analysis), or equivalent certification is a strong plus.

Responsibilities

• Elicit, analyze, and document business requirements for conversational AI, voice, and contact-center automation solutions through workshops, interviews, and process observation.
• Translate business needs into functional specifications, user stories, acceptance criteria, and process models that engineering and QA can act on without ambiguity.
• Author and maintain BRDs, FRDs, and requirement traceability matrices across the full delivery lifecycle.
• Partner with product managers and delivery leads to groom, refine, and prioritize the backlog based on customer impact, regulatory obligation, and technical feasibility.
• Support UAT planning, scenario definition, defect triage, and business sign-off activities.
• Map regulatory requirements into functional and non-functional specifications; validate disclosures and scripts with compliance.
• Define data flows, API contracts, event schemas, and integration edge cases with solution architects.
• Translate evolving needs into structured, testable specifications for delivery teams.
• Present analysis findings and trade-offs to senior leadership and client forums.

Skills

Requirements Engineering

Voice AI

Regulatory alignment

Delivery management

Stakeholder management

Agile delivery

Education

Bachelor's degree

Master's degree

Tools

JIRA

Confluence

Azure DevOps

Aha!

Job description

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Date: Sep 22, 2026

Location: Bangalore, KA, IN

Requisition ID: 23854

Description:

Job Description – Business Analyst

Job Title

Business Analyst

Department

Product & Delivery

Location

Hybrid (Flexible)

Employment Type

Full-Time, Permanent

Experience Required

Minimum 6 Years

Key Focus

Requirements Engineering & Voice AI Solution Delivery

Job Summary

We are seeking a detail-oriented and delivery-focused Business Analyst to join a growing product organization building next-generation conversational AI solutions for the financial services industry. In this role, you will act as the bridge between business, compliance, engineering, and client stakeholders — translating regulated, domain-heavy business needs into clear, actionable requirements for a voice AI platform. You will own requirement lifecycle activities across discovery, design, delivery, and post-launch iteration, and help shape a product that operates at the intersection of generative AI, contact-center telephony, and stringent regulatory obligations.

Key Responsibilities

Requirements Engineering & Business Analysis

• Elicit, analyze, and document business requirements for conversational AI, voice, and contact-center automation solutions through workshops, interviews, and process observation.
• Translate business needs into functional specifications, user stories, acceptance criteria, and process models that engineering and QA can act on without ambiguity.
• Author and maintain Business Requirement Documents (BRDs), Functional Requirement Documents (FRDs), and requirement traceability matrices across the full delivery lifecycle.
• Partner with product managers and delivery leads to groom, refine, and prioritize the backlog based on customer impact, regulatory obligation, and technical feasibility.
• Support UAT planning, scenario definition, defect triage, and business sign-off activities.

Domain & Regulatory Alignment

• Map US financial-services regulatory requirements (FDCPA, Regulation F, SCRA, TCPA, PCI-DSS, state-level consent laws) into functional and non-functional specifications.
• Partner with compliance officers and legal counsel to validate call flows, mandatory disclosures, consent language, and verbatim script requirements.
• Author disposition-code taxonomies, exception handling flows, and cease-and-desist processing rules aligned with regulatory intent.
• Ensure that requirements support audit trail capture, transcript retention, and post-call compliance monitoring end-to-end.
• Identify prohibited practices and design guardrails for third-party disclosure, reverse PII, and hallucination prevention.

Solution Design & Integration Analysis

• Analyze and document integration requirements across core collection platforms, telephony infrastructure, payment gateways, and CRM systems.
• Define data flows, API contracts, event schemas, and integration edge cases in partnership with solution architects and integration leads.
• Contribute to conversation flow design, dialog modeling, intent taxonomies, and negotiation logic (including waterfall offer sequencing and settlement rules).
• Analyze failure modes and design graceful fallback paths, including warm transfer to human agents, retry policies, and system-outage playbooks.
• Support solution feasibility assessments, gap analyses, and vendor evaluations where third-party components are in scope.

Stakeholder & Delivery Management

• Serve as a trusted partner to product owners, engineering leads, compliance officers, QA leads, and client stakeholders across multiple concurrent workstreams.
• Translate ambiguous or evolving business needs into structured, testable specifications that unblock delivery.
• Drive requirement clarifications during sprint execution and change control activities.
• Present analysis findings, trade-off assessments, and decision options clearly to senior leadership and client-facing forums.
• Contribute to release planning, go-live readiness, change management, and hypercare transition documentation.

Qualifications & Experience

• Bachelor's or Master's degree in Business Administration, Information Systems, Computer Science, Finance, or a related field.
• Minimum of 6+ years of experience as a Business Analyst in technology-led product, platform, or transformation delivery.
• Demonstrated experience delivering requirements for conversational AI, IVR, contact-center automation, or voice-enabled applications.
• Strong working knowledge of US collections regulation (FDCPA, Regulation F, TCPA) and payment-data handling standards (PCI-DSS).
• Proven ability to author BRDs, FRDs, user stories, process flows (BPMN/UML), and traceability matrices at production quality.
• Hands-on experience with agile delivery frameworks (Scrum, Kanban) and requirement management tooling (JIRA, Confluence, Azure DevOps, Aha! or equivalent).
• Working understanding of REST APIs, webhooks, event-driven architectures, and enterprise integration patterns.
• Excellent facilitation, stakeholder management, and written communication skills, with the ability to move fluidly between business and technical audiences.
• CBAP, PMI-PBA, IIBA-AAC (Agile Analysis), or equivalent certification is a strong plus.