Senior Business Analyst, AI

India - Pune · 5-8 years experience · Hybrid · Posted Oct 15, 2026

At a glance

NICE Ltd. (NASDAQ: NICE) software products are used by 25,000+ global businesses, including 85 of the Fortune 100 corporations, to deliver extraordinary customer experiences, fight financial crime and ensure public safety. Every day, NiCE software manages more than 120 million customer interactions and monitors 3+ billion financial transactions.
Known as an innovation powerhouse that excels in AI, cloud and digital, NiCE is consistently recognized as the market leader in its domains, with over 8,500 employees across 30+ countries.
NiCE is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, age, sex, marital status, ancestry, neurotype, physical or mental disability, veteran status, gender identity, sexual orientation or any other category protected by law.

NiCE is building SPARK, a new internal incubation team that turns great ideas from across CX International into working AI solutions, and then into enterprise-grade tools that roll out to colleagues around the world.
As a Business Analyst in the SPARK team, you will be the bridge between the people who have the ideas and the architects and builders who make them real.
You will shape raw ideas into clear, prioritised, buildable use cases, and make sure what we build solves the problem it was meant to solve.

Run discovery sessions, interviews, and workshops with business teams to understand pain points, current processes, and the outcome they want
Turn ideas into clear use case briefs covering the problem statement, users, expected value, data needs, risks, and success measures
Assess and rank ideas against business value, feasibility, data readiness, effort, and risk, and give the team a clear recommendation on what to build next
Build lightweight business cases, including estimated time saved, quality gains, and cost or revenue impact for presentation to Management and AI steering committee
Map as-is and to-be processes, and identify where an AI agent, an automation, or a human-in-the-loop step fits best
Write user stories, acceptance criteria, and edge cases that architects and builders can build from without guesswork
Specify expected AI behaviour: what the solution should do, what it should never do, when it hands over to a person, and how answers will be checked for quality
Prepare test scenarios and evaluation datasets with the builders to measure accuracy, reliability, and usefulness before launch
Use SQL, Python, or low-code tools to analyse process data, test assumptions, and build simple prototypes that prove an idea before engineering effort is committed
Own and groom the product backlog, and take part in sprint planning, reviews, and retrospectives

Bachelor's degree in Computer Science, Information Systems, Engineering, or a related field, or equivalent experience
5-8 years of experience as a Business Analyst or Systems Analyst in a software, technology, or digital transformation environment
A programming background: hands-on experience writing code in at least one language such as Python, JavaScript/TypeScript, Java, or C#, plus working knowledge of SQL and REST APIs
Proven skill in requirements engineering: process mapping, user stories, acceptance criteria, and traceability from need to delivered outcome
Experience facilitating workshops and aligning senior business stakeholders with technical teams
Experience working in Agile teams, with tools such as Jira and Confluence
Working understanding of how large language models, RAG, and AI agents work and what they can and cannot do reliably, with hands-on use of AI assistants in your own work
Strong analytical, written, and presentation skills, with the ability to explain technical ideas in plain business language
Fluency in English

Some finance background or knowledge will be a plus
Hands-on experience on AI, GenAI, or automation projects, from use case definition through to production
Experience with low-code or agent-building tools such as Claude, Microsoft Copilot Studio or similar
Background in CX, contact centre, CCaaS, or enterprise SaaS environments
Familiarity with evaluating LLM output quality, including test set design and acceptance thresholds
Business analysis certification such as CBAP or PMI-PBA
Experience working across regions and time zones, with teams in International and the Americas

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