All fields marked * are required
Job Details:
Position : Business Analyst CX
Experience : 4-13 years
Location : Bangalore, Pune, Noida, Gurugram
Work Mode : Hybrid( 01:30 PM to 11: 30 PM - 10 hours; may vary based on project and client time zones)
1. Department/Team: Customer Experience (CX)
The CX Practice at EXL is dedicated to transforming enterprises to engage with their customers across every touchpoint. Our work spans end-to-end contact center modernization, omnichannel strategy, conversational AI, agentic AI, and agent assist solutions — helping clients move from fragmented, reactive service models to intelligent, proactive, and personalized customer experiences.
We partner with leading enterprises across industries including Banking, Financial Services & Insurance (BFSI), Healthcare & Life Sciences, Energy & Utilities, Retail, and Telecom. Our engagements typically involve platform migrations, self-service transformation, AI-led automation of customer journeys, and the integration of Generative AI and agentic capabilities into live service environments. The team works closely with client business and technology stakeholders, third-party platform vendors, and internal solution architects to deliver outcomes that are measurable, scalable, and grounded in real operational context.
2. Position Summary
We are looking for a Business Analyst to join our CX Practice and contribute to high-impact transformation engagements. In this role, you will own the requirements and process analysis workstream — translating complex business challenges into structured, actionable specifications that guide solution design and delivery. You will be the connective tissue between client business teams and our technology delivery organization, ensuring that what gets built reflects what the business truly needs.
2.2 Work You Will Do
As a Business Analyst in CX Practice, your day-to-day will span requirements of discovery, process analysis, documentation, and cross-functional collaboration across the full project lifecycle. Here is what a typical engagement looks like:
Lead structured requirement gathering sessions: facilitating client workshops, conducting stakeholder interviews, and analyzing existing documentation to surface both explicit requirements and unstated business needs.
Conduct deep-dive analysis of as-is business operations and customer journeys: mapping current state processes, identifying inefficiencies, and defining to-be designs aligned to transformation objectives.
Translate business requirements into user stories, acceptance criteria, functional specifications, process flow diagrams, and decision trees that are clear and actionable for solution and engineering teams.
Create and own project documentation: BRDs, FRDs, process maps, data flow diagrams, UAT scripts, and traceability matrices — keeping them current throughout the delivery lifecycle.
Work alongside technical SMEs and architects to understand as-is system and integration landscapes, validate solution feasibility, and document integration requirements including data contracts, API flows, request/response schemas, and system dependency matrices.
Support and coordinate UAT cycles: working with QA teams to define test cases, track defects, and validate that delivered solutions meet the agreed acceptance criteria.
Serve as the primary liaison between client business stakeholders and the internal delivery team, ensuring requirements are well understood, change is managed, and expectations are aligned throughout the project.
Contribute to conversational and agentic AI engagements by documenting dialogue flows, intent taxonomies, fallback handling logic, escalation paths, and agent orchestration requirements in a format consumable by NLU/LLM configuration teams.
2.3 Qualifications
2.3.1 Must Have
Experience: 3+ years as a Business Analyst in technology transformation, digital, or enterprise engagements.
Skills:
End-to-end requirements management — from elicitation and documentation through to UAT and sign-off.
Strong process design capability: process maps, swim-lane diagrams, decision trees, and BPMN-style flow documentation.
Integration documentation: ability to capture API-level requirements including request/response flows, system interaction diagrams, and end-to-end dependency mapping.
Executive-level communication — both written (client-ready BRDs, FRDs, specs) and verbal (stakeholder presentations, workshop facilitation).
Stakeholder management across business sponsors, process owners, and cross-functional delivery teams.
2.3.2 Good to Have
2.3.2.1 Project Experience:
Experience in contact center, CX, or customer operations transformation — IVR redesign, omnichannel routing, agent workflows, or self-service.
Involvement in conversational AI or virtual agent projects — authoring or reviewing dialogue flows, intent taxonomies, entity design, fallback handling, and human handoff logic.
Exposure agentic AI deployments — understanding of orchestration layers, tool-use patterns, multi-step reasoning flows, and agent-to-agent handoff design in enterprise contexts.
Exposure to Generative AI use cases — agent assist, knowledge base automation, call summarization, or intent classification.
Industry experience in one or more of: BFSI, Healthcare & Life Sciences, Energy & Utilities, Retail, or Telecom.
Agile delivery experience — writing epics and user stories, participating in sprint ceremonies, working in a scrum or kanban team.
2.3.2.2 Tools & Platforms Certifications:
Process & Documentation: Microsoft Visio, Lucid chart, Miro
Productivity & Collaboration: MS Excel, MS PowerPoint, Confluence / SharePoint
Project Tracking: JIRA, Azure DevOps, or equivalent agile tooling
Contact Center Platforms: Amazon Connect, Google CCAI, Microsoft Dynamics 365 Contact Center, Genesys Cloud, Avaya, NICE CXone
Conversational & Agentic AI: Google Dialog flow / CCAI, Amazon Lex /Connect, Microsoft Copilot Studio, IBM Watson Assistant, Nuance Mix
CRM & WFM: Salesforce Service Cloud, Zendesk; NICE WFM, Verint, Calabrio
Certifications: Certified Business Analysis Professional (CBAP), Certification of Competency in Business Analysis (CCBA), PMI Professional in Business Analysis (PMI-PBA)
Required
Preferred
All fields marked * are required
Job Details:
Position : Business Analyst CX
Experience : 4-13 years
Location : Bangalore, Pune, Noida, Gurugram
Work Mode : Hybrid( 01:30 PM to 11: 30 PM - 10 hours; may vary based on project and client time zones)
1. Department/Team: Customer Experience (CX)
The CX Practice at EXL is dedicated to transforming enterprises to engage with their customers across every touchpoint. Our work spans end-to-end contact center modernization, omnichannel strategy, conversational AI, agentic AI, and agent assist solutions — helping clients move from fragmented, reactive service models to intelligent, proactive, and personalized customer experiences.
We partner with leading enterprises across industries including Banking, Financial Services & Insurance (BFSI), Healthcare & Life Sciences, Energy & Utilities, Retail, and Telecom. Our engagements typically involve platform migrations, self-service transformation, AI-led automation of customer journeys, and the integration of Generative AI and agentic capabilities into live service environments. The team works closely with client business and technology stakeholders, third-party platform vendors, and internal solution architects to deliver outcomes that are measurable, scalable, and grounded in real operational context.
2. Position Summary
We are looking for a Business Analyst to join our CX Practice and contribute to high-impact transformation engagements. In this role, you will own the requirements and process analysis workstream — translating complex business challenges into structured, actionable specifications that guide solution design and delivery. You will be the connective tissue between client business teams and our technology delivery organization, ensuring that what gets built reflects what the business truly needs.
2.2 Work You Will Do
As a Business Analyst in CX Practice, your day-to-day will span requirements of discovery, process analysis, documentation, and cross-functional collaboration across the full project lifecycle. Here is what a typical engagement looks like:
Lead structured requirement gathering sessions: facilitating client workshops, conducting stakeholder interviews, and analyzing existing documentation to surface both explicit requirements and unstated business needs.
Conduct deep-dive analysis of as-is business operations and customer journeys: mapping current state processes, identifying inefficiencies, and defining to-be designs aligned to transformation objectives.
Translate business requirements into user stories, acceptance criteria, functional specifications, process flow diagrams, and decision trees that are clear and actionable for solution and engineering teams.
Create and own project documentation: BRDs, FRDs, process maps, data flow diagrams, UAT scripts, and traceability matrices — keeping them current throughout the delivery lifecycle.
Work alongside technical SMEs and architects to understand as-is system and integration landscapes, validate solution feasibility, and document integration requirements including data contracts, API flows, request/response schemas, and system dependency matrices.
Support and coordinate UAT cycles: working with QA teams to define test cases, track defects, and validate that delivered solutions meet the agreed acceptance criteria.
Serve as the primary liaison between client business stakeholders and the internal delivery team, ensuring requirements are well understood, change is managed, and expectations are aligned throughout the project.
Contribute to conversational and agentic AI engagements by documenting dialogue flows, intent taxonomies, fallback handling logic, escalation paths, and agent orchestration requirements in a format consumable by NLU/LLM configuration teams.
2.3 Qualifications
2.3.1 Must Have
Experience: 3+ years as a Business Analyst in technology transformation, digital, or enterprise engagements.
Skills:
End-to-end requirements management — from elicitation and documentation through to UAT and sign-off.
Strong process design capability: process maps, swim-lane diagrams, decision trees, and BPMN-style flow documentation.
Integration documentation: ability to capture API-level requirements including request/response flows, system interaction diagrams, and end-to-end dependency mapping.
Executive-level communication — both written (client-ready BRDs, FRDs, specs) and verbal (stakeholder presentations, workshop facilitation).
Stakeholder management across business sponsors, process owners, and cross-functional delivery teams.
2.3.2 Good to Have
2.3.2.1 Project Experience:
Experience in contact center, CX, or customer operations transformation — IVR redesign, omnichannel routing, agent workflows, or self-service.
Involvement in conversational AI or virtual agent projects — authoring or reviewing dialogue flows, intent taxonomies, entity design, fallback handling, and human handoff logic.
Exposure agentic AI deployments — understanding of orchestration layers, tool-use patterns, multi-step reasoning flows, and agent-to-agent handoff design in enterprise contexts.
Exposure to Generative AI use cases — agent assist, knowledge base automation, call summarization, or intent classification.
Industry experience in one or more of: BFSI, Healthcare & Life Sciences, Energy & Utilities, Retail, or Telecom.
Agile delivery experience — writing epics and user stories, participating in sprint ceremonies, working in a scrum or kanban team.
2.3.2.2 Tools & Platforms Certifications:
Process & Documentation: Microsoft Visio, Lucid chart, Miro
Productivity & Collaboration: MS Excel, MS PowerPoint, Confluence / SharePoint
Project Tracking: JIRA, Azure DevOps, or equivalent agile tooling
Contact Center Platforms: Amazon Connect, Google CCAI, Microsoft Dynamics 365 Contact Center, Genesys Cloud, Avaya, NICE CXone
Conversational & Agentic AI: Google Dialog flow / CCAI, Amazon Lex /Connect, Microsoft Copilot Studio, IBM Watson Assistant, Nuance Mix
CRM & WFM: Salesforce Service Cloud, Zendesk; NICE WFM, Verint, Calabrio
Certifications: Certified Business Analysis Professional (CBAP), Certification of Competency in Business Analysis (CCBA), PMI Professional in Business Analysis (PMI-PBA)
Required
Preferred