Central Business Solutions Inc.

Senior Business Analyst (Contact Centre / CCaaS) - Conversation Banking - (BFSI) - India (IK)

Central Business Solutions Inc.  •  Republic of India (Onsite)  •  1 day ago
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Job Description

Role Type: Business Analyst (Senior)
Number of Openings: 6
Total Experience Required: 8–12 years of overall relevant experience.
BFSI Experience (Mandatory): Minimum 5 years of recent BFSI (Banking, Financial Services & Insurance) experience is mandatory.
Location: Open — candidate can be based at any of our India delivery locations, with a preference for Delhi NCR, Mumbai, Pune, Hyderabad, Bengaluru, or Chennai.
Engagement Duration: 1 year+ (this is expected to be a multi-year engagement).
Notice Period: Immediate joiners strongly preferred. Candidates with a notice period of up to 30 days maximum will be considered — this is a firm requirement with no exceptions.

Key Responsibilities

  • Own end-to-end requirements management and product backlog for Contact Centre/CCaaS initiatives
  • Lead Change Impact Assessments and stakeholder engagement across the transformation programme
  • Support Genesys CX Migration activities from a business analysis perspective
  • Drive delivery in one or more of: IVR, CCaaS, Omnichannel Delivery, AI-enabled Agent Assist journeys, or data/analytics-led reporting
  • Coordinate across multiple, cross-functional teams to ensure aligned delivery outcomes

Required / Must-Have Skills

  • Senior BA experience within Retail Banking Contact Centre and CCaaS environments
  • 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
  • Proficiency 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 and experience with Genesys CX Migration
  • At least one of the following: delivery experience in IVR, CCaaS or Omnichannel Delivery; implementing AI use cases for Agent Assist journeys; data & analytics expertise; experience with BM/MI (KPI tracking and reporting)

Preferred / Good-to-Have Skills

  • Familiarity with Conversational AI, ideally with direct experience working on bots and agent escalation scenarios
Central Business Solutions Inc.

About Central Business Solutions Inc.

Central Business Solutions Inc (CBS), founded in 2000 and headquartered in Newark, California, has carved a niche for itself in the global business solutions market. Our experience spans across various industries, serving both small businesses and Fortune 500 companies. Here's a breakdown of our core offerings:

Technology Solutions: CBS acts as your IT department's backbone, offering a comprehensive suite of services. We provide expert guidance on crafting a technology strategy that aligns with your business goals. This includes consulting on system architecture and implementation, ensuring your infrastructure is built for efficiency and scalability. Our expertise extends to software development, crafting custom solutions or integrating existing ones to streamline operations. But CBS doesn't stop at setup; we also provide ongoing maintenance and support to keep your technology running smoothly.

Outsourcing: Whether you need to supplement your existing IT staff or completely outsource your IT department, CBS offers flexible solutions. We can provide qualified personnel to handle specific tasks like software development, UI/graphic design, or recruitment. Alternatively, we can take over the entire IT management responsibility, freeing your internal team to focus on core business functions.

Consulting: Our expertise extends beyond technology. CBS offers consulting services to help you achieve your overall business goals. Our team of experienced professionals can analyze your operations and identify areas for improvement. We'll develop data-driven strategies to streamline processes, enhance efficiency, and ultimately deliver bottom-line results.

In essence, Central Business Solutions Inc goes beyond just being a vendor. We position ourselves as a strategic partner for businesses. By combining our IT prowess with business acumen, we help clients optimize technology infrastructure, streamline operations, and achieve sustainable success.

Industry
IT & Software
Company Size
51-200 employees
Headquarters
Newark, CA
Year Founded
2000
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