Business Analyst - Conversational AI/Contact Center Transformation - Banking Domain

About the Role :

• We are hiring experienced Business Analysts for a leading Big 4 organization to work on large-scale Conversational AI and Contact Center Transformation programs.
• The ideal candidate should have strong experience in chatbot and voicebot implementations, customer journey transformation, stakeholder management, and AI-driven customer experience solutions across web and mobile platforms.
• This role requires a blend of business analysis, conversational design understanding, and exposure to AI/Gen-AI-powered customer engagement ecosystems.

Key Responsibilities

• Work closely with business stakeholders, product teams, and technology teams to drive Contact Center Transformation initiatives.
• Gather, analyze, and document business and functional requirements for Conversational AI solutions.

Design and optimize customer chat journeys across :

• Mobile Platforms
• Web Platforms
• Omnichannel Customer Engagement Systems
• Collaborate with technical teams for implementation of:
• AI Voicebots
• Chatbots
• Conversational AI solutions

Create and maintain:

• BRDs
• FRDs
• User Stories
• Process Flows
• Functional Specifications
• Participate in Agile/Scrum ceremonies and support end-to-end project delivery.
• Work with CX teams to improve customer experience and automation strategies.
• Coordinate with business and technical stakeholders to ensure successful solution deployment and adoption.
• Support testing, UAT, process validation, and production rollouts.
• Analyze chatbot performance metrics and identify opportunities for optimization.

Required Skills & Qualifications :

• Strong experience as a Business Analyst in Conversational AI or Customer Experience Transformation programs.

Hands-on exposure to:

• AI Chatbots
• Voicebots
• Conversational AI Platforms
• Experience working with one or more platforms such as:
• RASA
• Google Dialogflow
• PolyAI
• Sierra
• Dyna

Good understanding of:

• NLP/NLU concepts
• Conversational Design
• Customer Journey Mapping

Strong experience in:

• Requirement Gathering
• Stakeholder Management
• BRD/FRD Documentation
• User Story Creation
• Experience working in Agile/Scrum environments.
• Strong communication, presentation, and analytical skills.

Good to Have Skills :

Exposure to:

• Genesys Cloud
• WhatsApp Business API
• CRM/Ticketing Integrations
• Bot Analytics & Performance Tracking

Understanding of:

• Gen-AI
• Large Language Models (LLMs)
• AI-powered customer engagement platforms

Ideal Candidate Profile :

• Strong customer-centric and problem-solving mindset.
• Ability to work with cross-functional and global stakeholders.
• Experience in enterprise-scale digital transformation programs.
• Comfortable working in fast-paced consulting environments