Business Analyst - Contact Center Solution (8-12 yrs)

Key Responsibilities :

Contact Center Deployment :

- Lead the deployment of contact center solutions within the banking domain.

- Collaborate with cross-functional teams to ensure seamless implementation.

- Provide expertise in deploying Salesforce or MS Dynamics 365 for contact centers (preferred).

Stakeholder Management :

- Effectively manage and liaise with stakeholders at various organizational levels.

- Ensure alignment of project objectives and deliverables with business goals.

Requirement Gathering & Documentation :

- Conduct detailed requirement gathering sessions with stakeholders.

- Prepare comprehensive Business Requirement Documents (BRD).

RFP Process Management :

- Develop RFP documentation, including detailed scoring criteria.

- Manage the RFP lifecycle, including issuance, vendor demos, review of submissions, scoring, and vendor recommendations.

Vendor Management :

- Evaluate vendor capabilities through demos and submissions.

- Provide detailed feedback and recommendations based on RFP scoring.

Presentations and Reporting :

- Develop professional presentations using PowerPoint to communicate project updates and recommendations.

Required Skills and Competencies :

- Strong proficiency in English (verbal and written communication).

- Advanced skills in Microsoft PowerPoint.

- Proficiency in requirement gathering, documentation, and stakeholder management.

- Hands-on experience in preparing and managing RFPs, including scoring and vendor evaluations.

- Banking domain expertise with a focus on deploying contact center solutions.

Preferred Skills :

- Experience with Salesforce or Microsoft Dynamics 365 rollout for contact centers.

- Strong techno-functional skillset with the ability to bridge business and technical teams.

Education and Certifications :

- Bachelor's degree in a relevant field (e.g., Business, Information Technology, or Finance).

- Certifications in Salesforce, MS Dynamics, or project management (preferred)