Senior Business Analyst

Overview

This role acts as the critical techno-functional bridge within customer interaction and contact center transformation initiatives. The Senior Business Analyst leads detailed requirement gathering, documentation, and solution architecture efforts focused on omnichannel and voice communication channels. Key stakeholders include internal teams, vendors, and banking governance bodies, ensuring overall project success and compliance.

Primary Responsibilities

• Gather and analyze detailed business requirements from various stakeholders, translating them into comprehensive BRDs, functional specifications, user stories, as well as As-Is and To-Be process maps.
• Assess vendor proposed solutions for technical fit and alignment to existing architectural and platform capabilities.
• Prepare and manage documentation including end-to-end process journeys, securing formal sign-offs across business, technology, and vendor groups.
• Monitor requirement traceability and project progress through tools like Jira and Confluence, maintaining transparent communication to all parties.
• Collaborate with QA teams on UAT scenario design and review; scrutinize test cases, outcomes, and logs to facilitate timely issue resolution and confirm readiness before go-live.
• Maintain governance, compliance, and risk controls, ensuring all project documentation is audit compliant and providing necessary responses during audit or compliance checks.
• Create training materials for new functionalities, conduct user workshops, and support go-live readiness and production verification activities.
• Provide second-level functional support for daily operational queries post-implementation.
• Identify system gaps and inefficiencies, proposing improvements and benchmarking against industry best practices to continuously enhance customer experience platforms.

Key Skills and Technologies

• Thorough understanding of inbound and outbound contact center processes and operations.
• Practical expertise with technologies such as IVR, CTI/ACD systems, dialers, and call routing mechanisms.
• Experience working with voice bots and designing agent workflows.
• Knowledge of omnichannel communication platforms, including SMS, Email, Chat, and WhatsApp integration.
• Familiarity with Contact Center as a Service (CCaaS) solutions, API testing tools such as Postman and SoapUI.
• Understanding cloud-based architecture frameworks.
• Proficient usage of Jira, Confluence, Microsoft Excel, and PowerPoint for documentation and project management.
• Strong analytical thinking, clear communication abilities, and robust documentation skills.
• Ability to operate effectively within both Agile and Waterfall project methodologies.