Business Analyst
EXL
Business Analyst
EXL
Analyzes business data and runs outsourced operations
We’re seeking a Business Analyst to lead discovery for a Contact Center as a Service (CCaaS) platform and Conversational AI stack—focusing on Genesys Cloud CX and Google CCAI/Agent Assist. The BA will run structured discovery, capture business and technical needs, and translate them into implementable requirements, stories, and solution artefacts for engineering.
Key Responsibilities
1. Discovery & Current-State Assessment
- Plan and facilitate workshops with Operations, CX, Compliance, and IT to baseline AS‑IS processes.
- Map IVR/IVA flows, queues, routing rules, and escalation paths.
- Map integration paths and routing rules in the existing Contact center landscape
2. Requirements Engineering
- Produce BRD/FRD/SRS with clear functional & non‑functional requirements.
- Define omnichannel routing, knowledge, NLP/NLU, STT/TTS, bot behaviors, handoff rules.
- Specify integrations, CRM, WFM/QM, reporting/BI, and telephony needs.
3. Backlog & Traceability
- Translate requirements into epics, features, and user stories.
- Maintain RTM and manage change requests.
4. Design Collaboration
- Partner with Solution/AI Architects.
- Validate DF CX/IVA design, intent taxonomy, dataset alignment.
5. Data, Risk & Compliance
- Capture data protection, audit, and regulatory needs.
6. Delivery Readiness & Testing Support
- Coordinate UAT, test cases, and go‑live readiness.
7. Stakeholder Management & Communication
- Create executive-level discovery summaries and RAID logs.
Required Qualifications
- 6–10 years BA experience; 3+ years with CCaaS
- Experience with IVR/IVA, routing, BOT→Agent handoff, analytics.
- Knowledge of integrations, security, compliance.
- Agile experience with Jira/Confluence.
Preferred
- Genesys Cloud, Dialogflow CX, Google CCAI.
- CBAP/CCBA certifications.
- BFSI domain experience.
Bachelor's/Master's in any stream 5-8 years
We’re seeking a Business Analyst to lead discovery for a Contact Center as a Service (CCaaS) platform and Conversational AI stack—focusing on Genesys Cloud CX and Google CCAI/Agent Assist. The BA will run structured discovery, capture business and technical needs, and translate them into implementable requirements, stories, and solution artefacts for engineering.
Key Responsibilities
1. Discovery & Current-State Assessment
- Plan and facilitate workshops with Operations, CX, Compliance, and IT to baseline AS‑IS processes.
- Map IVR/IVA flows, queues, routing rules, and escalation paths.
- Map integration paths and routing rules in the existing Contact center landscape
2. Requirements Engineering
- Produce BRD/FRD/SRS with clear functional & non‑functional requirements.
- Define omnichannel routing, knowledge, NLP/NLU, STT/TTS, bot behaviors, handoff rules.
- Specify integrations, CRM, WFM/QM, reporting/BI, and telephony needs.
3. Backlog & Traceability
- Translate requirements into epics, features, and user stories.
- Maintain RTM and manage change requests.
4. Design Collaboration
- Partner with Solution/AI Architects.
- Validate DF CX/IVA design, intent taxonomy, dataset alignment.
5. Data, Risk & Compliance
- Capture data protection, audit, and regulatory needs.
6. Delivery Readiness & Testing Support
- Coordinate UAT, test cases, and go‑live readiness.
7. Stakeholder Management & Communication
- Create executive-level discovery summaries and RAID logs.
Required Qualifications
- 6–10 years BA experience; 3+ years with CCaaS
- Experience with IVR/IVA, routing, BOT→Agent handoff, analytics.
- Knowledge of integrations, security, compliance.
- Agile experience with Jira/Confluence.
Preferred
- Genesys Cloud, Dialogflow CX, Google CCAI.
- CBAP/CCBA certifications.
- BFSI domain experience.
EXL analyzes business data and runs outsourced operations for insurers, healthcare payers, banks, retailers, and other large organizations. Its teams combine industry expertise with data engineering and AI to handle tasks such as claims processing, payment reviews, customer service, and finance within existing technology environments. The company also builds software, including LifePRO, which manages insurance policies, and EXLdata.ai, which connects fragmented data for use in AI systems. Clients pay for consulting projects, ongoing managed services, and software delivered through the cloud. EXL was founded in 1999 and is headquartered in New York City.
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