Senior Business Analyst - Banking (Contact Center & AI)

Las Vegas, NV, US • Posted 12 hours ago • Updated 12 hours ago
Full Time
No Travel Required
On-site
Depends on Experience
Fitment

Dice Job Match Score™

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Job Details

Skills

  • Functional Requirements
  • Artificial Intelligence
  • Banking
  • Credit Cards
  • Agile
  • Business Analysis

Summary

Relevant Experience: 9+ Years.

 

Skills: Banking Domain with Credit card processing exposure

 

Responsibilities: 

Requirements Elicitation & Process Mapping:

  • Map current-state (as-is) contact center and field service workflows, identifying bottlenecks, redundant data entry, and system toggling issues.

  • Design optimized, agent-centric future-state (to-be) operational processes, leveraging AI assist, automated call wrap-ups, and unified desktop interfaces.

  • Facilitate requirements gathering workshops with front-line agents, team leads, queue managers, and business stakeholders.

 

Agile User Story & Backlog Management:

  • Translate complex business needs into detailed Epics, User Stories, and Acceptance Criteria (using Gherkin/BDD format where applicable).

  • Partner with Product Owners and Scrum Masters to refine, prioritize, and manage the program backlog in Jira or AWS DevOps.

  • Clarify functional requirements during sprint planning and backlog refinement sessions for technical architects and developers.

 

User Acceptance Testing (UAT) & Operational Readiness:

  • Define test scenarios, write UAT test scripts, and coordinate business user testing across deployment phases.

  • Validate that implemented solutions meet specified acceptance criteria and business requirements.

  • Assist Change Management and Training teams by providing process documentation, feature walkthroughs, and functional context for training materials.

 

Data & Operational Analytics

  • Analyze contact center metrics (e.g., Average Handle Time, First Contact Resolution, Transfer Rates, Wrap-Up Time) to identify baseline performance and measure post-implementation improvements.

 

Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.
  • Dice Id: 10115393
  • Position Id: 9050567
  • Posted 12 hours ago
Contact the job poster
Sivaraman Naina

Sivaraman Naina

Associate Manager - TAG (US) @ Virtusa Corporation
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