Principal Consultant– Business Analyst

Tech Lead - Automation N

Ready to turn bold ideas into real-world impact?

At Genpact, we don’t just adapt to change, we lead it. AI and digital innovation are transforming the way businesses work, and we’re at the forefront of it. Genpact’s AI Gigafactory, our industry-first accelerator, exemplifies how we scale advanced technology solutions to help global enterprises work smarter, grow faster, and transform at scale. Whether tackling complex challenges through large-scale models or agentic AI, our breakthrough solutions tackle companies’ most complex challenges.

If you thrive in a fast-moving, innovation-driven environment, love building and deploying cutting-edge AI solutions, and want to push the boundaries of what’s possible, this is your moment.

Genpact (NYSE: G) is an agentic and advanced technology solutions company. We leverage process intelligence and artificial intelligence to deliver measurable outcomes. With a strong partner ecosystem and decades of client trust, we provide innovative solutions that transform how businesses run. Powered by a team with an active learning mindset and client centricity at its core, we deliver lasting value for the world’s leading enterprises.

Get to know us at genpact.com and on LinkedIn, YouTube, X, and Facebook.

Job Description

Inviting applications for the role of Principal Consultant Business Analyst

We are looking for an experienced Business Analyst with strong experience in Contact Centre solutions and Agentic / AI-driven applications. The role focuses on bridging business needs and technical implementation by gathering requirements defining use cases and supporting delivery of Amazon Connect or similar contact center platforms and Agentic AI solutions such as virtual agents autonomous workflows and intelligent decision systems.

The ideal candidate will have deep knowledge of contact center operations and hands-on engagement in AI-enabled transformation initiatives.

Responsibilities:

Elicit analyze and document business functional and non-functional requirements

Translate business goals into clear user stories epics use cases and process flows

Define acceptance criteria and support backlog grooming and prioritization

Maintain requirement traceability from concept through implementation

Provide clear proactive communication on status risks issues and dependencies.

Work closely with business stakeholders to understand contact center operations including:

Inbound/outbound voice chat email and digital channels

IVR call routing skills-based routing queues and SL As

Workforce management and reporting requirements

Support implementations and enhancements related to Amazon Connect or similar C Caa S platforms

Define integration requirements with CRM case management analytics and telephony systems

Analyze and define requirements for Agentic AI applications including:

Conversational AI / virtual agents

Autonomous task execution and workflow orchestration

AI-assisted decision-making and intelligent routing

Collaborate with AI/ML teams to define training data needs response behavior guardrails and success metrics

Ensure use cases align with responsible AI governance compliance and security standards

Act as a liaison between business product owners architects AI/ML engineers and delivery teams

Facilitate workshops requirement walkthroughs and design reviews

Support UAT planning execution defect triage and business sign-off

Create and maintain key artifacts including:

Business Requirement Documents (BR Ds)

Functional Specifications / Use Case Documents

Process Flows and Journey Maps

UAT Scenarios and Test Cases

Support change management and impact analysis for scope changes

Qualifications

Bachelors - Computer Engineering, Bachelors - Computer Science, Bachelors - Information Technology, Masters - Software Engineering

Certifications

AWS Certified Solutions Architect - Professional - Amazon Web Services (AWS)Amazon Web Services (AWS), Certified Kubernetes Administrator (CKA) - CNCF (Cloud Native Computing Foundation)CNCF (Cloud Native Computing Foundation), Red Hat Certified Engineer (RHCE) - Red HatRed Hat

Required Skills

Agile Methodology, Client Relations, Collaboration Tools, Cora APFlow, Design Thinking, Executive Presence, Inclusion, People Leadership, Personal Effectiveness, Risk Management, Storytelling

Language

English

Language Proficiency -

Proficient - C2

Additional Job Location -

Job Type

Regular

Master Skill List -

Automation N

Remote Type -

Office

Work Shift -

Flex Time (India)

Why join Genpact?

Lead AI-powered transformation – Drive innovation and solve real-world business challenges that matter

Make an impact – Help global enterprises solve business challenges that matter

Accelerate your career – Gain hands-on experience, mentorship, and world-class learning opportunities to stay ahead

Work with the best – Join 140,000+ bold thinkers and problem-solvers who push boundaries every day

Thrive in a values-driven culture – Our courage, curiosity, and incisiveness - built on a foundation of integrity and inclusion - allow your ideas to fuel progress

Come join the 140,000+ coders, tech shapers, and growth makers at Genpact and take your career in the only direction that matters: Up.

Let’s build tomorrow together.

Furthermore, please do note that Genpact does not charge fees to process job applications and applicants are not required to pay to participate in our hiring process in any other way. Examples of such scams include purchasing a 'starter kit,' paying to apply, or purchasing equipment or training.