Principal Consultant– Business Analyst
Core
Principal Consultant Business Analyst bridging business needs and technical implementation for Contact Centre solutions and Agentic/AI-driven applications.
Role type
Senior IC Business Analyst (Contact Centre & AI)
Builds
Amazon Connect or similar contact center platforms, virtual agents, autonomous workflows, and intelligent decision systems.
Domain
Contact Centre Operations + Agentic AI
Deliverable
product features
Required skills
Requirements elicitation, User story definition, Process flow mapping, Integration requirement definition, UAT planning, Change impact analysis
Preferred skills
Conversational AI design, Responsible AI governance, Stakeholder liaison
Technologies
Amazon Connect, CRM, Telephony systems, Agile tools
Responsibilities
Elicit and document business functional and non-functional requirements; Translate business goals into user stories, epics, and process flows; Define acceptance criteria and support backlog grooming; Maintain requirement traceability from concept through implementation; Provide proactive communication on status, risks, and dependencies; Work closely with stakeholders to understand contact center operations (voice, chat, email, IVR, routing, queues, SLAs, workforce management); Support implementations and enhancements for contact center platforms; Define integration requirements with CRM, case management, and analytics systems; Analyze requirements for Agentic AI applications (conversational AI, autonomous task execution, intelligent routing); Collaborate with AI/ML teams on training data, response behavior, and success metrics; Act as liaison between business, product owners, architects, and delivery teams; Facilitate workshops, requirement walkthroughs, and design reviews; Support UAT planning, execution, and defect triage; Create and maintain BRDs, functional specifications, process flows, and UAT scenarios.
Seniority
Principal, hands-on IC
