Senior Business Analyst - Banking (Contact Center & AI)

• Job Title: Senior Business Analyst - Banking (Contact Center & AI)
• Location: Las Vegas, NV (Onsite)
• Job Type: Contract

Job Description:

Relevant Experience: 10+ 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.