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Senior Business Analyst - Banking (Contact Center & AI)

Virtusa Corporation

Las Vegas, Nevada • Today

Easy Apply

Full-time

Depends on Experience

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 13 hours ago

Fitment

Dice Job Match Score™

🎯 Assessing qualifications...

Contact the job poster

Sivaraman Naina

Associate Manager - TAG (US) @ Virtusa Corporation

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Hybrid in Las Vegas, Nevada

•

12d ago

Role 1: Senior Process Architect / Process ArchitectTitle: Senior Process Architect Card Issuer Operations TransformationLocation : Las Vegas, NV ( 3 to 4 days onsite)Fulltime roleRole Overview: Seeking a Senior Process Architect to lead process transformation for a large-scale unified case management program within a major credit card issuer. This role will own current-state and future-state process architecture across fraud, disputes, collections, servicing, compliance, payments, and originat

Easy Apply

Full-time

Depends on Experience

Core Banking Business Analyst

North Carolina

•

Today

Job Title- Core Banking Business Analyst Location- Charlotte, NC, Dallas, TX, Edison, NJ, Raleigh, NC Employment Type- Full-time Only. No Contract/C2C Job Description We are seeking an experienced Core Banking Business Analyst to join our team. The ideal candidate will have a strong background in core banking platforms, enterprise payments, and business process analysis, with the ability to bridge business requirements and technical solutions. Key Responsibilities Gather and analyze busines

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Full-time

Business Analyst (Credit Card Lending)- Only W2

New Jersey

•

Today

Business Analyst Credit Card Lending (Loan Origination) Location: NJ or remote W2 Position Name Required AGILE Yes Business Analysis Yes JD: Role Summary We are looking for a Business Analyst with hands-on experience in credit card and loan origination systems to bridge business requirements with technical delivery. They will be working across risk, credit ops, product, and engineering teams to improve origination workflows, decisioning, and customer onboarding. Key Responsibilities Gather a

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Contract

Business Analyst

Remote

•

Today

Job Description Title: Business Analyst Location: Remote Ekman Associates is a management consulting firm that specializes in developing business, digital, and technology strategy, delivering solutions, and addressing human resource demands. Summary: The Business Analyst will be responsible for gathering the requirements from key business users, documenting the requirements, and ensuring that the software developed meets the requirements. This role requires experience in working with busines

Easy Apply

Full-time

Depends on Experience

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.

Dice Id: 10115393
Position Id: 9050567
Posted 13 hours ago

Fitment

Dice Job Match Score™

🎯 Assessing qualifications...

Contact the job poster

Sivaraman Naina

Associate Manager - TAG (US) @ Virtusa Corporation

View Profile

Create job alert

Never miss an opportunity! Create an alert based on the job you applied for.

Hybrid in Las Vegas, Nevada

•

12d ago

Easy Apply

Full-time

Depends on Experience

Core Banking Business Analyst

North Carolina

•

Today

Easy Apply

Full-time

Business Analyst (Credit Card Lending)- Only W2

New Jersey

•

Today

Easy Apply

Contract

Business Analyst

Remote

•

Today

Easy Apply

Full-time

Depends on Experience

Senior Business Analyst - Banking (Contact Center & AI)

Skills

Summary

Dice Job Match Score™

Sivaraman Naina

Similar Jobs

Senior Business Analyst - Banking (Contact Center & AI)

Job Details

Skills

Summary

Dice Job Match Score™

Sivaraman Naina

Similar Jobs