Urgent hiring :: Senior Business Analyst – Banking (Contact Center & AI) :: Las Vegas, NV (5 days onsite)

Job Title : Senior Business Analyst – Banking (Contact Center & AI)
Location Las Vegas, NV (5 days onsite)
Type : Contract
VISA : H1b & H4EAD 

Skills: Banking Domain with Credit card processing exposure

Job Description:

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.

Thanks & Regards.
Upesh ,
Please send an email If i miss your phone call..
E: upesh@centraprise.com