About this role
We’re seeking a Business Analyst to lead discovery for a Contact Center as a Service (CCaaS) platform and Conversational AI stack—focusing on Genesys Cloud CX and Google CCAI/Agent Assist. The BA will run structured discovery, capture business and technical needs, and translate them into implementable requirements, stories, and solution artefacts for engineering.
Key Responsibilities
1. Discovery & Current-State Assessment
- Plan and facilitate workshops with Operations, CX, Compliance, and IT to baseline AS‑IS processes.
- Map IVR/IVA flows, queues, routing rules, and escalation paths.
- Map integration paths and routing rules in the existing Contact center landscape
2. Requirements Engineering
- Produce BRD/FRD/SRS with clear functional & non‑functional requirements.
- Define omnichannel routing, knowledge, NLP/NLU, STT/TTS, bot behaviors, handoff rules.
- Specify integrations, CRM, WFM/QM, reporting/BI, and telephony needs.
3. Backlog & Traceability
- Translate requirements into epics, features, and user stories.
- Maintain RTM and manage change requests.
4. Design Collaboration
- Partner with Solution/AI Architects.
- Validate DF CX/IVA design, intent taxonomy, dataset alignment.
5. Data, Risk & Compliance
- Capture data protection, audit, and regulatory needs.
6. Delivery Readiness & Testing Support
- Coordinate UAT, test cases, and go‑live readiness.
7. Stakeholder Management & Communication
- Create executive-level discovery summaries and RAID logs.
Required Qualifications
- 6–10 years BA experience; 3+ years with CCaaS
- Experience with IVR/IVA, routing, BOT→Agent handoff, analytics.
- Knowledge of integrations, security, compliance.
- Agile experience with Jira/Confluence.
Preferred
- Genesys Cloud, Dialogflow CX, Google CCAI.
- CBAP/CCBA certifications.
- BFSI domain experience.
Preferred
Bachelor's/Master's in any stream 5-8 years