Business Analyst

Role overview

We are looking for an experienced Business Analyst to contribute to a large-scale contact center transformation initiative. This role calls for strong capability in mapping and building chat journeys for web and mobile channels, along with practical experience in deploying AI and GenAI-based chatbots and voicebots. Hands-on exposure to conversational AI tools such as RASA, Google Dialogflow, PolyAI, Sierra, or Dyna is important for success in this position.

Key responsibilities

• Work closely with business stakeholders, operations teams, and technology partners to gather and clarify functional as well as technical needs for conversational AI programs.
• Design smooth, user-friendly end-to-end chat experiences across mobile, web, and messaging platforms to improve customer experience.
• Convert business needs into bot structures, including intents, entities, and conversation flows for chatbot and voicebot solutions.
• Serve as the connection point between business users, developers, and product owners so that requirements are accurately understood and delivered.
• Set up, test, and verify workflows on conversational AI platforms such as RASA, Google Dialogflow, PolyAI, Sierra, or Dyna.
• Support user acceptance testing, review dialogue performance, and suggest refinements based on testing results and customer experience feedback.
• Use performance data to track bot outcomes such as containment, escalation patterns, and CSAT, then recommend improvements.
• Create and maintain BRDs, FRDs, process maps, user stories, and requirement traceability documentation.

Required experience and capabilities

The role requires deep experience in business analysis, especially within contact center transformation or digital customer experience initiatives. The candidate should be comfortable designing chat journeys, implementing AI-enabled bots, and working with one or more conversational AI platforms. A strong grasp of NLP/NLU, conversational design, and bot lifecycle management is essential, along with excellent stakeholder handling, documentation, and user story writing skills. Familiarity with Agile and Scrum delivery methods is also expected.

Preferred knowledge

• Experience using communication and relationship management channels such as WhatsApp Business API.
• Awareness of contact center platforms like Genesys Cloud.
• Ability to use analytics tools to evaluate chatbot performance.
• Understanding of how bots connect with CRMs, ticketing tools, or knowledge management systems.
• Exposure to emerging GenAI concepts in conversational systems, including LLMs and transformer models.

Qualification

A bachelor’s or master’s degree in Computer Science, IT, Business, or a related discipline is required.

Additional information

This opportunity is based in Bengaluru, Karnataka, India and is a full-time, onsite role. The posting does not specify salary, stipend, notice period, duration, start date, or number of openings.