Lead Business Analyst / Program Lead Contact Centre Transformation

• Job Title: Lead Business Analyst / & Program Lead Contact Centre Transformation

• Department: Technology / IT

• Industry-Banking

1)Role: Lead Business Analyst

• Has worked in Transformation BA space and lead /guided a team of BAs in a programme/project construct. Comes with experience working in a large global organization like ours (preferably in Banking). Understanding of Contact Center Domain OR Worked in any Banking domain that interfaces with Contact Center

Good-to-have Skills:

Chatbot & Voicebot exposure, NLU, LLM / GenAI exposure, RM Chat (Whatsapp), Genesys Cloud. Comes with Technical Analysis Background

2)Role: Programme Lead

• Has worked in Transformation programme/project construct. Comes with experience working in a large global organization like ours (preferably in Retail Banking). Understanding of Contact Center Domain in any Banking domain

Good-to-have Skills:

Good-to-have Skills: Chatbot & Voicebot exposure, NLU, LLM / GenAI exposure, RM Chat (Whatsapp), Genesys Cloud

Preferred candidate profile :-

• 12+ years of experience in Banking / BFSI
• Strong experience as a Senior Business Analyst in Banking
• Experience working in large global organizations

Good to have :

• Contact Centre / Conversation Banking
• Genesys / CX Migration
• IVR / CCaaS / Omnichannel
• Conversational AI / Chatbot / Voicebot / Agent Assist
• Data & Analytics