Lead I - Business Analysis

Role: Business Systems Analyst

Experience: 4 7 yrs

Location: Noida

Must Have Skills

4 7 yrs of BSA experience delivering solutions for complex business problems in software/IT environments.
- 4+ yrs working on Contact Center technology (Amazon Connect preferred / Genesys/RingCentral); strong functional knowledge of Customer Support and Sales operations.
- 3+ yrs writing test cases, managing traceability matrices, and producing user documentation and training materials.
- Hands-on Agile/Scrum experience managed at least 2 Scrum projects with measurable deliverables; proficient with JIRA or similar tools.
- Proven ability to collaborate across remote, global, cross-functional teams with excellent written and verbal communication skills.

Good to have Skill

Working knowledge of Gen AI concepts and LLMs (ChatGPT, AWS Bedrock, Azure OpenAI) including prompt
engineering and practical AI tool usage in a business context.
Ability to identify and document business requirements for AI-powered CX features: conversational AI,
intelligent virtual agents, automated summarisation, sentiment analysis, and AI-assisted agent tools.
Experience (or strong aptitude) using Gen AI tools to accelerate BSA workflows drafting requirements,
generating user stories, creating test cases, and summarising stakeholder inputs.
Understanding of RAG-based knowledge systems and how AI-driven self-service and knowledge retrieval can
improve contact center efficiency and customer outcomes.
Awareness of responsible AI principles data privacy, bias, output validation, and governance considerations
when defining requirements for AI-powered features.

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