Lead I - Business Analysis

Role description

Role: Business Systems Analyst

Experience: 4–7 yrs

Location: Noida

Must Have Skills

4–7 yrs of BSA experience delivering solutions for complex business problems in software/IT environments.

4+ yrs working on Contact Center technology (Amazon Connect preferred / Genesys/RingCentral); strong functional knowledge of Customer Support and Sales operations.

3+ yrs writing test cases, managing traceability matrices, and producing user documentation and training materials.

Hands-on Agile/Scrum experience - managed at least 2 Scrum projects with measurable deliverables; proficient with JIRA or similar tools.

Proven ability to collaborate across remote, global, cross-functional teams with excellent written and verbal communication skills.

Good to have Skill

Working knowledge of Gen AI concepts and LLMs (ChatGPT, AWS Bedrock, Azure OpenAI) - including prompt

engineering and practical AI tool usage in a business context.

Ability to identify and document business requirements for AI-powered CX features: conversational AI,

intelligent virtual agents, automated summarisation, sentiment analysis, and AI-assisted agent tools.

Experience (or strong aptitude) using Gen AI tools to accelerate BSA workflows - drafting requirements,

generating user stories, creating test cases, and summarising stakeholder inputs.

Understanding of RAG-based knowledge systems and how AI-driven self-service and knowledge retrieval can

improve contact center efficiency and customer outcomes.

Awareness of responsible AI principles - data privacy, bias, output validation, and governance considerations

when defining requirements for AI-powered features.

Skills

business analysis,change management,business process modeling,business case development,

About UST

UST is a global digital transformation solutions provider. For more than 20 years, UST has worked side by side with the world’s best companies to make a real impact through transformation. Powered by technology, inspired by people and led by purpose, UST partners with their clients from design to operation. With deep domain expertise and a future-proof philosophy, UST embeds innovation and agility into their clients’ organizations. With over 30,000 employees in 30 countries, UST builds for boundless impact - touching billions of lives in the process.