Job Description

Industry/Sector

Not Applicable

Specialism

Customer

Management Level

Associate

& Summary

The Opportunity

Join our Acceleration Center India and help shape the future of business for our diverse client portfolio across geographies and jurisdictions. You’ll work at the heart of global teams across Advisory, Assurance, Tax and Business Services—solving real client challenges through connected collaboration. We’ll help you grow your skills so you can go further. With hands-on learning, cutting-edge tools and an inclusive culture, this is your opportunity to do inspiring work that makes a difference—every day.

As a Business Analyst - Technology - Senior Associate, you will play a crucial role in consulting services for a variety of business applications, helping clients optimize operational efficiency. You will analyze client needs, implement software solutions, and provide training and support for seamless integration and utilization of business applications, enabling clients to achieve their strategic objectives. As an Associate, you will focus on learning and contributing to client engagement and projects while developing your skills and knowledge to deliver quality work. You will be exposed to clients to learn how to build meaningful client connections, manage and inspire others, and grow your personal brand by deepening your technical knowledge of firm services and technology resources.

In this role at PwC Acceleration Center India, you will leverage a broad understanding of various software solutions to assist clients in optimizing operational efficiency through analysis, implementation, training, and support. You are expected to adapt to working with a variety of clients and team members, each presenting varying challenges and scope. Every experience is an opportunity to learn and grow, taking ownership and consistently delivering quality work that drives value for our clients and success as a team.

Responsibilities:

Gather, elicit, and document business and technical requirements for CCaaS, conversational AI, and contact center transformation initiatives

• Translate business objectives into detailed functional specifications, user stories, acceptance criteria, and solution design inputs

• Map current-state (as-is) and future-state (to-be) call flows, dialog flows, and customer journeys

• Partner with architects and developers to shape solution design across IVR, routing, digital channels, CTI, and enterprise integrations

• Own and groom the product backlog, ensuring stories are prioritized, refined, and ready for sprint execution

• Facilitate sprint planning, sprint reviews, backlog refinement, and other Agile ceremonies with delivery teams

• Manage stakeholder engagement across business, technology, and vendor groups, ensuring alignment on scope, priorities, and outcomes

• Conduct vendor analysis and platform evaluations, and contribute to RFP responses, solution proposals, and effort estimates

• Perform data analysis on contact center operational data to identify improvement opportunities and quantify business impact

• Support predictive analytics and predictive modeling initiatives, translating analytical outputs into actionable business recommendations

• Define and support CTI integration requirements, including softphone behaviour, screen pop, and CRM data flows

• Drive defect triage and management, validating fixes against requirements and coordinating UAT sign-off with business stakeholders

• Document end-to-end integration mappings, field-level data flows, and API contracts between CCaaS platforms and enterprise systems

• Support CCaaS administration covering user provisioning, queue and routing configuration, prompts, dispositions, and reporting setup

• Define Gen AI use cases across contact center journeys and define requirements, prompts, guardrails, and success measures

• Define agentic AI requirements covering multi-agent orchestration, tool integrations, escalation paths, and human hand-off criteria

• Identify opportunities to apply Gen AI and agentic capabilities to contact center processes, and define associated requirements and success measures

• Proven ability to translate customer business objectives into a comprehensive technical solution and detailed project estimate

• Strong communication, documentation, stakeholder management, and problem-solving skills

• Ability to bridge business and technical audiences, articulating value and building trust with stakeholders

Requirements

Technical Skills (Must have)

• Strong experience in requirements gathering / elicitation, functional specification writing, and solution design collaboration

• Solid understanding of contact center fundamentals including IVR, ACD, routing strategies, campaigns, WFM, and reporting

• Deep understanding of Computer Telephony Integration (CTI) concepts and integration patterns with CRM and enterprise systems

• Proven experience in data analysis, with the ability to interpret operational contact center metrics and build supporting business cases

• Exposure to predictive analytics and predictive modeling techniques applied to customer experience or operational forecasting

• Working knowledge of APIs, integration patterns, and DevOps / CI/CD delivery practices

• Hands-on experience with Gen AI / Agentic AI use cases and prompt engineering

• Strong experience in backlog management and defect management using standard Agile / ALM tooling

• Proficiency in vendor analysis, platform comparison, and RFP response development

Technical Skills (Nice to have)

• Experience with CRM platforms (Salesforce Service Cloud, ServiceNow) in a contact center context

• Exposure to Mulesoft or similar middleware/integration platforms

• Familiarity with AWS/Azure cloud concepts

• Experience analyzing contact center KPIs/reporting (Genesys/NICE/Connect analytics)

• Exposure to AI/LLM-based agent or RAG-based solutions

Platforms & Technologies:

• CCaaS platforms: Amazon Connect, NICE CXone Mpower, Genesys CX

Methodologies & Tools:

• Strong facilitation and stakeholder management skills across business and technical audiences

• Ability to translate ambiguous business needs into clear, actionable technical requirements

• Detail-oriented with strong documentation discipline

• Comfortable working with onshore/offshore, cross-functional teams

What You Must Have
- B. Engg./ B. Tech., M. Engg./ M. Tech./ MBA from a premier Technical/ Engineering/ Business School
- 5 - 8 years of experience
- Oral and written proficiency in English required

What Sets You Apart

- At least one of the following: DevOps Engineer certifications, Agile certifications, SAFe or other scaling methodology certifications, Project Management Professional (PMP), Certified Scrum Manager (CSM), or similar PM-related certification
- Demonstrating analytical reasoning and business data analytics
- Implementing technology solutions and business transformation projects
- Utilizing strategic planning and project management skills
- Engaging in technical consultation and technology integration
- Excelling in communication and active listening
- Adapting to diverse client needs and fast-paced environments

Travel Requirements

Not Specified

Job Posting End Date