Firstsource Solutions—Senior Manager - AI Delivery

Job description

Description: 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 - Bachelor's or Master's 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.