Senior Business Analyst - Banking (Contact Center & AI)

Relevant Experience: 9 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 wit…