Senior Principal Consultant– Senior Business Analyst

Ready to build the future with AI
At Genpact we dont just keep up with technologywe set the pace. AI and digital innovation are redefining industries and were leading the charge. Genpacts AI Gigafactory our industry-first accelerator is an example of how were scaling advanced technology solutions to help global enterprises work smarter grow faster and transform at scale. From large-scale models to 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 whats possible this is your moment.
Genpact (NYSE: G) is an advanced technology services and solutions company that delivers lasting value for leading enterprises globally. Through our deep business knowledge operational excellence and cutting-edge solutions we help companies across industries get ahead and stay ahead. Powered by curiosity courage and innovation our teams implement data technology and AI to create tomorrow today. Get to know us at and on LinkedIn X YouTube and Facebook.

Inviting applications for the role of Senior Principal Consultant Senior 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:
oInbound/outbound voice chat email and digital channels
oIVR call routing skills-based routing queues and SLAs
oWorkforce management and reporting requirements
Support implementations and enhancements related to Amazon Connect or similar CCaaS platforms
Define integration requirements with CRM case management analytics and telephony systems
Analyze and define requirements for Agentic AI applications including:
oConversational AI / virtual agents
oAutonomous task execution and workflow orchestration
oAI-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:
oBusiness Requirement Documents (BRDs)
oFunctional Specifications / Use Case Documents
oProcess Flows and Journey Maps
oUAT Scenarios and Test Cases
Support change management and impact analysis for scope changes

Job Qualifications

Relevant years of experience as a Business Analyst (adjustable)
Proven experience with Contact Centre technologies (Amazon Connect preferred)
Solid understanding of Contact Centre KPIs SLAs and customer journeys
Hands-on exposure to Agentic AI / AI-driven solutions such as:
Virtual assistants and chatbots
Intelligent automation and orchestration
LLM-based or autonomous systems (functional level)
Familiarity with AWS services supporting contact centers and AI (Lex Lambda integrations functional understanding)

Minimum qualifications

Bachelors degree in Business Engineering Computer Science or related field
Experience in CX transformation digital or AI-led programs

Preferred qualifications

CBAP CCBA PMI-PBA or equivalent
Agile certifications (CSM SAFe Agilist Agile BA)
AI / Data / Cloud foundation certifications (Nice to have)

Why join Genpact
Lead AI-first transformation Build and scale AI solutions that redefine industries
Make an impact Drive change for global enterprises and solve business challenges that matter
Accelerate your careerGain hands-on experience world-class training mentorship and AI certifications to advance your skills
Grow with the best Learn from top engineers data scientists and AI experts in a dynamic fast-moving workplace
Committed to ethical AI Work in an environment where governance transparency and security are at the core of everything we build
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 140000 coders tech shapers and growth makers at Genpact and take your career in the only direction that matters: Up.
Lets build tomorrow together.

Genpact is an Equal Opportunity Employer and considers applicants for all positions without regard to race color religion or belief sex age national origin citizenship status marital status military/veteran status genetic information sexual orientation gender identity physical or mental disability or any other characteristic protected by applicable laws. Genpact is committed to creating a dynamic work environment that values respect and integrity customer focus and innovation.
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.
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