We’re seeking a Business Analyst to lead discovery for a Contact Center as a Service (CCaaS) platform and Conversational AI stack—focusing on Genesys Cloud CX and Google CCAI/Agent Assist. The BA will run structured discovery, capture business and technical needs, and translate them into implementable requirements, stories, and solution artefacts for engineering.
Key Responsibilities
1. Discovery & Current-State Assessment
- Plan and facilitate workshops with Operations, CX, Compliance, and IT to baseline AS‑IS processes.
- Map IVR/IVA flows, queues, routing rules, and escalation paths.
- Map integration paths and routing rules in the existing Contact center landscape
2. Requirements Engineering
- Produce BRD/FRD/SRS with clear functional & non‑functional requirements.
- Define omnichannel routing, knowledge, NLP/NLU, STT/TTS, bot behaviors, handoff rules.
- Specify integrations, CRM, WFM/QM, reporting/BI, and telephony needs.
3. Backlog & Traceability
- Translate requirements into epics, features, and user stories.
- Maintain RTM and manage change requests.
4. Design Collaboration
- Partner with Solution/AI Architects.
- Validate DF CX/IVA design, intent taxonomy, dataset alignment.
5. Data, Risk & Compliance
- Capture data protection, audit, and regulatory needs.
6. Delivery Readiness & Testing Support
- Coordinate UAT, test cases, and go‑live readiness.
7. Stakeholder Management & Communication
- Create executive-level discovery summaries and RAID logs.
Required Qualifications
- 6–10 years BA experience; 3+ years with CCaaS
- Experience with IVR/IVA, routing, BOT→Agent handoff, analytics.
- Knowledge of integrations, security, compliance.
- Agile experience with Jira/Confluence.
Preferred
- Genesys Cloud, Dialogflow CX, Google CCAI.
- CBAP/CCBA certifications.
- BFSI domain experience.
ResponsibilitiesWe’re seeking a Business Analyst to lead discovery for a Contact Center as a Service (CCaaS) platform and Conversational AI stack—focusing on Genesys Cloud CX and Google CCAI/Agent Assist. The BA will run structured discovery, capture business and technical needs, and translate them into implementable requirements, stories, and solution artefacts for engineering.
Key Responsibilities
1. Discovery & Current-State Assessment
- Plan and facilitate workshops with Operations, CX, Compliance, and IT to baseline AS‑IS processes.
- Map IVR/IVA flows, queues, routing rules, and escalation paths.
- Map integration paths and routing rules in the existing Contact center landscape
2. Requirements Engineering
- Produce BRD/FRD/SRS with clear functional & non‑functional requirements.
- Define omnichannel routing, knowledge, NLP/NLU, STT/TTS, bot behaviors, handoff rules.
- Specify integrations, CRM, WFM/QM, reporting/BI, and telephony needs.
3. Backlog & Traceability
- Translate requirements into epics, features, and user stories.
- Maintain RTM and manage change requests.
4. Design Collaboration
- Partner with Solution/AI Architects.
- Validate DF CX/IVA design, intent taxonomy, dataset alignment.
5. Data, Risk & Compliance
- Capture data protection, audit, and regulatory needs.
6. Delivery Readiness & Testing Support
- Coordinate UAT, test cases, and go‑live readiness.
7. Stakeholder Management & Communication
- Create executive-level discovery summaries and RAID logs.
Required Qualifications
- 6–10 years BA experience; 3+ years with CCaaS
- Experience with IVR/IVA, routing, BOT→Agent handoff, analytics.
- Knowledge of integrations, security, compliance.
- Agile experience with Jira/Confluence.
Preferred
- Genesys Cloud, Dialogflow CX, Google CCAI.
- CBAP/CCBA certifications.
- BFSI domain experience.
QualificationsBachelor's/Master's in any stream 5-8 years
Skills Required
- 6-10 years of Business Analyst experience
- At least 3 years of Contact Center as a Service experience
- Experience with IVR/IVA, routing, bot-to-agent handoff, and analytics
- Knowledge of integrations, security, and compliance
- Agile experience with Jira and Confluence
- Bachelor's or Master's degree in any field
- Experience with Genesys Cloud
- Experience with Dialogflow CX
- Experience with Google CCAI
- CBAP or CCBA certification
- BFSI domain experience
EXL Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about EXL and has not been reviewed or approved by EXL.
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Healthcare Strength — Medical plan options include HSA, HRA, and PPO choices, with additional health-related programs such as disability coverage and an employee assistance program. Feedback suggests these options provide meaningful flexibility and coverage breadth for many roles.
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Leave & Time Off Breadth — Up to 20 days of paid time off, plus federal holidays and paid sick and safe time, are highlighted. Feedback suggests this leave structure is a notable benefit alongside core compensation.
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Retirement Support — A traditional and Roth 401(k) with up to a 3% company match and full vesting after one year is described. Feedback suggests this match and vesting timeline help bolster long-term savings.
EXL Insights
What We Do
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