Business Analyst – Contact Centre Systems (Banking)

Job Summary

We are looking for a proactive and detail-oriented Business Analyst to support software development initiatives aimed at enhancing Contact Centre operations, improving employee experience, and delivering superior customer journeys within a banking environment.

Key Responsibilities

• Support software development projects and initiatives to improve Contact Centre operations, employee journey, and overall customer experience.

• Work on enhancements and fixes related to Contact Centre systems within Banking, including CRM and telephony platforms.

• Collaborate with business stakeholders to understand user requirements and translate them into clear functional requirements.

• Prepare detailed test cases based on user requirements and business scenarios.

• Execute system, integration, and user acceptance testing (UAT) to validate enhancements and fixes.

• Work closely with developers and QA teams to track defects and ensure timely resolution before release.
  

  
  Required Skills & Experience

  • Bachelor’s degree in Information Technology, Business, or a related field.

  • Experience as a Business Analyst in software development or system enhancement projects.

  • Hands-on experience supporting Contact Centre technologies such as CRM, telephony, or related platforms.

  • Strong experience in test case preparation, execution, and defect management.

  • Good understanding of SDLC and testing lifecycle.
    

    Nice-to-Have

    • Banking or financial services domain experience.

    • Experience working in Agile / Scrum environments.

    • Exposure to Contact Centre platforms (Genesys, Avaya, Cisco, NICE, etc.).

    • Experience with UAT coordination and release support.
      

      For a quick response, please share your resume to [email protected] or WA to +65 92333815
      

      Thanks, and Best Regards

      Karanam Vijaya Kiran

      (EA Registration no: R1443178)

      HP: +65 92333815

      Recruitment Manager

      Helius Technologies Pte Ltd (EA Licence No: 11C3373)

      https://www.linkedin.com/in/vijay-karanam-68462131/