BA – Channels

Job Title: BA - Channels (Contact Center Automation)

 About Us

“Capco, a Wipro company, is a global technology and management consulting firm. Awarded with Consultancy of the year in the  British Bank Award and has been ranked Top 100 Best Companies for Women in India 2022 by Avtar & Seramount. With our presence across 32 cities across globe, we support 100+ clients across banking, financial and Energy sectors. We are recognized for our deep transformation execution and delivery. 

WHY JOIN CAPCO?

You will work on engaging projects with the largest international and local banks, insurance companies, payment service providers and other key players in the industry. The projects that will transform the financial services industry.

MAKE AN IMPACT

Innovative thinking, delivery excellence and thought leadership to help our clients transform their business. Together with our clients and industry partners, we deliver disruptive work that is changing energy and financial services.

#BEYOURSELFATWORK

Capco has a tolerant, open culture that values diversity, inclusivity, and creativity.

CAREER ADVANCEMENT

With no forced hierarchy at Capco, everyone has the opportunity to grow as we grow, taking their career into their own hands.

DIVERSITY & INCLUSION

We believe that diversity of people and perspective gives us a competitive advantage.

MAKE AN IMPACT

We would like to raise below external demand for BA - Channels (Contact Center Automation)

Experience Level: 7-15 Years (Relevant Experience)

Locations – Pune / Hyderabad / Bangalore (Hybrid)

Notice period – Immediate

Mandate Skills – 

• BA Skills + Contact Center Automation and Digital Transformation (see JD below)

Job Description

• Business Analyst with 8+ years of experience, including strong exposure to Channels, Contact Center Automation, and Digital Transformation initiatives.

• Experience with AI/ML-based solutions in the context of contact center or digital channels is preferred.
• Strong core BA skills including requirements gathering, user story creation, stakeholder workshops, and documentation.
• Excellent communication and interpersonal skills with the ability to manage global stakeholders across geographies.
• Experience in Agile delivery environments with hands-on knowledge of Jira and Confluence.
• Proven analytical and problem-solving capabilities.
• Ability to work closely with business and technical teams to shape solution design aligned with customer and operational goals.
• Prior experience in large banking or financial institutions is preferred.