Principal Consultant - Business Analyst

Ready to build the future with AI? 
At Genpact, we don’t just keep up with technology—we set the pace. AI and digital innovation are redefining industries, and we’re leading the charge. Genpact’s AI Gigafactory, our industry-first accelerator, is an example of how we’re 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 what’s 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 genpact.com and on LinkedIn, X, YouTube, and Facebook.

Inviting applications for the role of Principal Consultant– 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: 
o    Inbound/outbound voice, chat, email, and digital channels
o    IVR, call routing, skills-based routing, queues, and SLAs
o    Workforce 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: 
o    Conversational AI / virtual agents
o    Autonomous task execution and workflow orchestration
o    AI-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: 
o    Business Requirement Documents (BRDs)
o    Functional Specifications / Use Case Documents
o    Process Flows and Journey Maps
o    UAT 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: 
o    Virtual assistants and chatbots
o    Intelligent automation and orchestration
o    LLM-based or autonomous systems (functional level)
•    Familiarity with AWS services supporting contact centers and AI (Lex, Lambda, integrations – functional understanding)


Minimum qualifications

•    Bachelor’s 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 career—Gain 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 140,000+ coders, tech shapers, and growth makers at Genpact and take your career in the only direction that matters: Up.  
Let’s 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.