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Role Summary

We are looking for a business analyst with proven experience delivering enterprise-class customer relationship management (CRM) and customer experience (CX) solutions across local, state, and other public sectors.

The ideal candidate should be comfortable owning end-to-end delivery from requirement to deployment.

Key Responsibilities

•  Lead requirement-gathering sessions, stakeholder discussions, and functional analysis.
• Manage end-to-end delivery of CRM/CX implementations including case management, service requests, workflows, dashboards, and agent desktop functionality.
• Configure and maintain CRM/CX platform modules- translate business rules into workflows, queues, and cross-channel routing logic.
• Coordinate with business stakeholders, development, QA, and support teams to ensure smooth project execution and delivery.
• Manage escalations, defect tracking, issue resolution, and proactive client communication throughout the project lifecycle.
• Plan and support UAT, regression testing, release validation, and production go-live activities.
• Track project activities and issues using JIRA or similar tool in an Agile/Scrum environment.

Skills & Qualifications

• 4 + years of experience in Business Analysis and project coordination, preferably on enterprise CRM or CX platform implementations.
• Hands-on experience with an enterprise CRM/CX platform covering case management, workflows, dashboards etc
• Familiarity with cross-channel service delivery such as web, social, and service channel integration within a unified CRM/CX environment.
•  Exposure to enterprise application ecosystems (ERP, cloud infrastructure, or related platforms) is a strong advantage.
• Proven ability to manage escalations, defect lifecycles, and cross-functional coordination independently.
• Proficient with JIRA, Zoho, or similar tools for Agile/Scrum tracking; strong documentation and written communication skills.

Primarily we look for below following criteria :

• Good requirement gathering / BA skills
• Experience of Agile framework
• Domain – BFS : Wholesale / Retail etc. 
• Data Analytics & AI, Digital Banking experience