Senior Business Analyst

Job PurposeServe as the techno-functional link across customer interaction and contact centre transformation programmes.Lead requirement analysis, BRD/functional documentation, and solution design for omnichannel and voice interactions.Align stakeholders, vendors, and internal teams to deliver excellence while upholding bank governance frameworks.Drive testing, rollout, and ongoing improvement across customer experience platforms.Job Responsibilities:Requirement Analysis• Gather and assess business requirements from stakeholder teams.• Convert those needs into BRDs, FSDs, user stories, and As-Is/To-Be process flows.• Evaluate and confirm vendor-proposed solution approaches.• Verify fit with the current architecture and platform capabilities.Documentation, Communication & Collaboration• Author BRDs, functional specifications, and end-to-end process journeys.• Secure sign-offs from business, technology, and vendor stakeholders.• Track requirement traceability through Jira/Confluence.• Document project progress and keep all stakeholders informed.Testing• Design & Review UAT scenarios jointly with QA teams.• Examine test cases, outcomes, and logs.• Assist with identifying, triaging, and resolving issues.• Confirm fixes and secure closure ahead of go-live.• Perform post-implementation checks.Quality and documentation• Uphold governance, compliance, and risk frameworks.• Keep documentation well-structured and artefacts audit-ready.• Respond to audit queries and compliance reviews.• Issue weekly progress and risk/issue reports. Training & Production Rollout• Develop training material for new features and functionality.• Run user training workshops.• Enable go-live readiness and production verification.• Deliver L2 functional support for BAU queries.Enhancements• Spot gaps and inefficiencies and propose fixes.• Benchmark solutions and features against industry trends.• Recommend enhancements that strengthen customer experience journeys.• Partner with stakeholders on continuous optimisation.Key SkillsStrong understanding of inbound/outbound contact centre operations.Hands‑on experience in:IVR, CTI/ACD, dialers, call routingVoice bots and agent workflowsOmni‑channel platforms: SMS, Email, Chat, WhatsAppWorking knowledge of:CCaaS platformsAPIs, Postman, SoapUICloud‑based architecturesProficiency in Jira, Confluence, Excel, PowerPoint.Strong analytical, communication, and documentation skills.Ability to work in Agile and Waterfall delivery models.