Senior BA: Retail Banking Contact Centre/CCaaS Transformation (Shephali)

<style scoped="scoped" type="text/css"><!--td {border: 1px solid #cccccc;}br {mso-data-placement:same-cell;}--> </style> <style type="text/css" scoped="scoped"><!--td {border: 1px solid #cccccc;}br {mso-data-placement:same-cell;}--> </style> Must-have Skills: Senior BA with Retail Banking Contact Centre, and CCaaS Experience. Has demonstrated expertise in Transformation and Change initiatives, alongside core BA capabilities. End-to-end requirements management and product backlog ownership, with a strong Agile project delivery track record. Proficient in stakeholder management and conducting Change Impact Assessments. Proven ability to coordinate and collaborate across multiple, cross-functional teams. Prior experience working within a large, global organization. Hands-on understanding of Contact Centre environments. Experience in Genesys CX Migration. Has at least one of the following: Delivery experience in IVR, CCaaS, Omnichannel Delivery. Implementing AI use cases for Agent Assist journeys. Data & analytics expertise. Experience with BM/MI (KPI Tracking and reporting.

Good-to-have Skills: Familiarity with Conversational AI, ideally with direct experience working on bots and agent escalation scenarios.