Senior Manager - AI Delivery

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

Job summary

Firstsource Solutions seeks a seasoned Business Analyst to join a growing product organization delivering next‑generation conversational AI solutions for financial services. You’ll bridge business, compliance, engineering, and client stakeholders, translating regulated needs into actionable requirements for a voice AI platform.

You will own requirement lifecycle across discovery, design, delivery, and post-launch iteration, shaping a product at the intersection of generative AI, contact-center

Qualifications

• 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.

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.

Skills

Requirements Engineering

Business Analysis

Regulatory Alignment

Stakeholder Management

Agile Delivery

Education

Bachelor's/Master's in CS/IS/Business

Tools

JIRA

Confluence

Azure DevOps

Aha!

Job 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.