Sr Manager - AI Delivery
Firstsource Solutions · Bengaluru · onsite · Posted 29d ago
Undisclosed6–11 yrsfulltimeSourced from
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About this role
Job Description - Business Analyst
Job Title
Business Analyst
Department
Product Delivery
Location
Hybrid (Flexible)
Employment Type
Full-Time, Permanent
Experience Required
Minimum 6 Years
Key Focus
Requirements Engineering Voice AI Solution Delivery
Job Summary
We are seeking a detail-oriented and delivery-focused Business Analyst to join a growing product organization building next-generation conversational AI solutions for the financial services industry. In this role, you will act as the bridge between business, compliance, engineering, and client stakeholders - translating regulated, domain-heavy business needs into clear, actionable requirements for a voice AI platform. You will own requirement lifecycle activities across discovery, design, delivery, and post-launch iteration, and help shape a product that operates at the intersection of generative AI, contact-center telephony, and stringent regulatory obligations.
Key Responsibilities
Requirements Engineering Business Analysis
- Elicit, analyze, and document business requirements for conversational AI, voice, and contact-center automation solutions through workshops, interviews, and process observation.
- Translate business needs into functional specifications, user stories, acceptance criteria, and process models that engineering and QA can act on without ambiguity.
- Author and maintain Business Requirement Documents (BRDs), Functional Requirement Documents (FRDs), and requirement traceability matrices across the full delivery lifecycle.
- Partner with product managers and delivery leads to groom, refine, and prioritize the backlog based on customer impact, regulatory obligation, and technical feasibility.
- Support UAT planning, scenario definition, defect triage, and business sign-off activities.
Domain Regulatory Alignment
- Map US financial-services regulatory requirements (FDCPA, Regulation F, SCRA, TCPA, PCI-DSS, state-level consent laws) into functional and non-functional specifications.
- Partner with compliance officers and legal counsel to validate call flows, mandatory disclosures, consent language, and verbatim script requirements.
- Author disposition-code taxonomies, exception handling flows, and cease-and-desist processing rules aligned with regulatory intent.
- Ensure that requirements support audit trail capture, transcript retention, and post-call compliance monitoring end-to-end.
- Identify prohibited practices and design guardrails for third-party disclosure, reverse PII, and hallucination prevention.
Solution Design Integration Analysis
- Analyze and document integration requirements across core collection platforms, telephony infrastructure, payment gateways, and CRM systems.
- Define data flows, API contracts, event schemas, and integration edge cases in partnership with solution architects and integration leads.
- Contribute to conversation flow design, dialog modeling, intent taxonomies, and negotiation logic (including waterfall offer sequencing and settlement rules).
- Analyze failure modes and design graceful fallback paths, including warm transfer to human agents, retry policies, and system-outage playbooks.
- Support solution feasibility assessments, gap analyses, and vendor evaluations where third-party components are in scope.
Stakeholder Delivery Management
- Serve as a trusted partner to product owners, engineering leads, compliance officers, QA leads, and client stakeholders across multiple concurrent workstreams.
- Translate ambiguous or evolving business needs into structured, testable specifications that unblock delivery.
- Drive requirement clarifications during sprint execution and change control activities.
- Present analysis findings, trade-off assessments, and decision options clearly to senior leadership and client-facing forums.
- Contribute to release planning, go-live readiness, change management, and hypercare transition documentation.
Qualifications Experience
- Bachelors or Masters degree in Business Administration, Information Systems, Computer Science, Finance, or a related field.
- Minimum of 6+ years of experience as a Business Analyst in technology-led product, platform, or transformation delivery.
- Demonstrated experience delivering requirements for conversational AI, IVR, contact-center automation, or voice-enabled applications.
- Strong working knowledge of US collections regulation (FDCPA, Regulation F, TCPA) and payment-data handling standards (PCI-DSS).
- Proven ability to author BRDs, FRDs, user stories, process flows (BPMN/UML), and traceability matrices at production quality.
- Hands-on experience with agile delivery frameworks (Scrum, Kanban) and requirement management tooling (JIRA, Confluence, Azure DevOps, Aha! or equivalent).
- Working understanding of REST APIs, webhooks, event-driven architectures, and enterprise integration patterns.
- Excellent facilitation, stakeholder management, and written communication skills, with the ability to move fluidly between business and technical audiences.
- CBAP, PMI-PBA, IIBA-AAC (Agile Analysis), or equivalent certification is a strong plus.
Disclaimer: This job posting and location has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.
Sourced from naukri
Skills
AutomationAzure DevopsAgileBpmnapisBusiness AnalystBusiness RequirementsChange ControlBusiness AnalysisChange ManagementAgile DeliveryCbapCommunication SkillsAdministrationAi PlatformMicrosoft AzureArtificial IntelligenceAutomation Solutions
About Firstsource Solutions
Firstsource Solutions
BPO
19.2k+
employees
2001
25 years old
Mumbai, Maharashtra
US
₹3.7L PA avg
Avg at Firstsource Solutions
About
Firstsource focuses on enhancing customer experience through technology and tailored support, optimizing business processes for global clients.
Industries
BPOBPO/KPO
Employee ratings
10 reviews
3.6/ 5
Culture
2.4
Career growth
2.3
Work-life
2.4
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