Accenture Song accelerates growth and value for our clients through sustained customer relevance. Our capabilities span ideation to execution: growth, product and experience design; technology and experience platforms; creative, media and marketing strategy; and campaign, content and channel orchestration. With strong client relationships and deep industry expertise, we help our clients operate at the speed of life through the unlimited potential of imagination, technology and intelligence. Visit us at: www.accenture.com/song
The Senior Business Analyst is a key contributor to complex transformation and delivery initiatives, acting as the functional lead between business stakeholders and technology teams. This role is responsible for deeply understanding customer and business needs, shaping solution requirements, and driving value‑led outcomes. The Senior BA leads functional analysis activities independently, supports CCaaS and digital transformation initiatives, and mentors junior analysts while ensuring delivery rigor and stakeholder alignment.
Act as the functional lead for scoped initiatives, owning analysis activities end‑to‑end
Lead requirements gathering, analysis, validation, and sign‑off with business stakeholders
Partner with Delivery Leads, Architects, and Product Owners to shape solution scope and roadmap
Apply functional expertise in CCaaS transformations and migrations, supporting customer contact‑centre modernization
Demonstrate strong understanding of CCaaS platforms (e.g., Genesys, Amazon Connect, NICE) and how they enable business outcomes
Translate customer needs and aspirations into clear functional requirements and solution capabilities
Document end‑to‑end customer journeys, identifying pain points, opportunities, and experience improvements
Produce high‑quality functional requirements, epics, user stories, and acceptance criteria
Assist with Facilitation of stakeholder workshops, design sessions, and decision forums
Lead and coordinate functional teams, providing direction, review, and quality assurance
Develop value cases and business justification for proposed solutions, linking requirements to measurable benefits
Partner closely with technology teams to support the creation of feasible implementation plans
Own and maintain backlogs, traceability, and functional documentation throughout delivery
Lead or support UAT strategy, execution, and business readiness
Proactively manage risks, dependencies, and scope changes
Ensure adherence to internal standards, governance, and best practices
