Business Analyst – Enterprise CRM & Customer Experience

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Role Summary

Location: Hyderabad, India  |  Experience: 4+ years  |  Employment Type: Full-time  |  Number of Openings: 2

We are looking for a Business Analyst with proven experience delivering enterprise-class Customer Relationship Management (CRM) and Customer Experience (CX) solutions across local, state, and other public sector organizations.

The ideal candidate should be comfortable owning end-to-end delivery from requirement to deployment.

Key Responsibilities

  • Lead requirement gathering sessions, stakeholder discussions, and functional analysis.
  • Manage end-to-end delivery of CRM/CX implementations including case management, service requests, workflows, dashboards, and agent desktop functionality.
  • Configure and maintain CRM/CX platform modules—translate business rules into workflows, queues, and cross-channel routing logic.
  • Coordinate with business stakeholders, development, QA, and support teams to ensure smooth project execution and delivery.
  • Manage escalations, defect tracking, issue resolution, and proactive client communication throughout the project lifecycle.
  • Plan and support UAT, regression testing, release validation, and production go-live activities.
  • Track project activities and issues using JIRA or a similar tool in an Agile/Scrum environment.

Skills & Qualifications

  • 4+ years of experience in Business Analysis and project coordination, preferably on enterprise CRM or CX platform implementations.
  • Hands-on experience with an enterprise CRM/CX platform covering case management, workflows, dashboards, and related modules.
  • Familiarity with cross-channel service delivery such as web, social, and service channel integration within a unified CRM/CX environment.
  • Exposure to enterprise application ecosystems (ERP, cloud infrastructure, or related platforms) is a strong advantage.
  • Proven ability to manage escalations, defect lifecycles, and cross-functional coordination independently.
  • Proficient with JIRA, Zoho, or similar tools for Agile/Scrum tracking; strong documentation and written communication skills.

About NebuLogic

NebuLogic is an ISO 9001:2015 certified digital transformation and CRM solutions company serving commercial and public sector organizations worldwide. With deep expertise in enterprise CRM and Customer Experience (CX) platforms, NebuLogic helps clients across Healthcare, Government, and Insurance streamline service delivery, automate workflows, and improve customer outcomes. Learn more at www.NebuLogic.com.

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