Business Analyst (BA)
Pinnacle Teleservices
Position Business Analyst (BA) Department Bot Team Employment Type Full-Time Experience 2 – 6 years as BA or equivalent role Qualification B.E. / B.Tech / BCA / B.Sc (IT/CS) / BBA or related field Location Nagpur
About The Role
We are looking for a proactive and detail-oriented Business Analyst to join our Bot Team. This role sits at the intersection of client business needs, product thinking, and technical execution.
You will work closely with clients to understand their automation and chatbot requirements, translate them into clear functional specifications, and ensure seamless coordination across development, QA, and delivery teams.
You will work on WhatsApp, RCS, and Web chatbot projects - from understanding what the client wants, to mapping conversation flows, writing functional specs, and ensuring the delivered bot matches every requirement and managing the team is the integral part of your work.
Key Responsibilities
Requirement Gathering & Analysis
- Gather, analyze, and document business requirements from clients and internal stakeholders
- Conduct requirement gathering meetings, workshops, and client discussions
- Prepare BRDs (Business Requirement Documents), FRDs (Functional Requirement Document), user stories with acceptance criteria, and process flows
- Perform gap analysis, feasibility analysis, and impact assessment for new requirements
- Maintain a Requirement Traceability Matrix (RTM) throughout the project lifecycle
- Assist in designing chatbot conversation flows for WhatsApp, RCS, and Web channels
- Work with developers to script bot dialogue, fallback logic, and user journeys
- Map and optimize workflows for automation and process efficiency
- Translate business requirements into functional specifications for technical teams
- Coordinate with development, QA, product, and delivery teams throughout the project lifecycle
- Track project requirements, change requests, and documentation updates
- Support UAT (User Acceptance Testing) and ensure successful project sign-off
- Validate delivered solutions against business requirements
- Prepare demo scripts and client walkthrough presentations
- Facilitate smooth communication between clients and internal teams
- Manage client expectations and flag risks proactively
- Identify opportunities for automation and process improvement in client workflows
Skill Level Why it matters for this role Requirement Gathering & Analysis Required Core of the BA role – translating client needs into specs Communication & Stakeholder Management Required Daily client interaction and internal team bridging Documentation & Process Mapping Required BRDs, FRDs, user stories, RTM, flow diagrams WhatsApp / RCS / Conversational AI Knowledge Required Team works exclusively on bot channels – must-have context Chatbot Conversation Flow Design Required Working with devs on bot journeys, fallbacks, and scripts SDLC / Agile Methodology Required Project lifecycle and sprint-based delivery Wireframing / Workflow Tools (Draw.io, Visio, Figma) Required Visual flow creation for bots and processes UAT Support & Validation Required Ensuring delivered bots meet client requirements Prompt Engineering Required Writing effective prompts for AI tools used in bot development & testing. APIs, Integrations & System Workflows Preferred BAs will encounter JSON/API responses regularly Jira / Project Management Tools Preferred Tracking requirements, tasks, and change requests Excel (Advanced) Preferred Data analysis, reports, and requirement matrices Basic JSON / API Response Reading Preferred Helpful when working with dev teams on bot integrations
Qualifications & Experience
Education B.E. / B.Tech / BCA / B.Sc (IT or CS) / BBA or equivalent Note Candidates from non-technical backgrounds must demonstrate strong hands-on exposure to software / tech projects Experience 2 – 6 years in a Business Analyst or similar role Domain Preference Chatbot, AI, Automation, or SaaS product companies
What You Will Work On
A Snapshot Of Real Work In This Role
- Joining a client call, gathering requirements for a WhatsApp chatbot for customer support, and converting those notes into a structured FRD
- Mapping out a multi-step bot conversation flow for an HR leave management bot on RCS
- Coordinating with developers and QA during bot testing to ensure the flow matches what the client signed off on
- Preparing a walkthrough deck to demo the bot to the client before go-live
- Logging a change request mid-project, assessing its impact, and updating the RTM accordingly