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UpMan Placements Private Limited
Business Analyst- Sprinklr
UpMan Placements Private Limited · posted 3 months ago
Gurugramit
About the role
Business Analyst- Sprinklr
Position
Business Analyst- Sprinklr
Location
Gurgaon
Category
IT
Reporting / Proficiency Level
AVP / DVP
Level
Senior Manager
Our Purpose
At Niva Bupa, our purpose is “to give every Indian the confidence to access the best healthcare” by empowering them with knowledge, guiding them with expertise, and providing them with a gamut of services that instils confidence and puts control back in their hands- just the way they want every moment of their life to be.
Our Values
- Commitment
- Innovation
- Empathy
- Collaboration
- Transparency
About Niva Bupa Health Insurance Company
Niva Bupa Health Insurance Company Limited is a Public Listed Company on Stock exchange(s). The company’s purpose is to give every Indian the confidence to access the best healthcare. It intends to play the role of an enabler in the lives of its customers and help them live life without constraints. This is reflected in its brand philosophy – ‘Zindagi Ko Claim Kar Le’.
As of December 31, 2025, Niva Bupa had over 210 physical branches across India. It additionally offers health insurance through its ecosystem partners including 2.2 Lakh agents, 575+ brokers, and over 115 Banca & Other Corporate Agency Partners. The company currently covers 24.5 million lives and has 10,587 hospitals empanelled in its hospital network.
Niva Bupa has consistently maintained 90%+ claim settlement ratio over the last 4 financial years, having ended Q3FY26 with claim settlement ratio of 94.1%. With an employee base of over 10,100 people, the company is a certified Great Place to Work six times in a row.
Key Roles & Responsibilities
Job Summary: We are seeking a motivated and talented Business Analyst (Sprinklr) to join our team at Niva Bupa. The ideal candidate will begin in the role of Business Analyst, working extensively on Sprinklr to drive customer engagement, analytics, and digital experience initiatives, and will eventually transition into a Product Analyst and Product Owner role.
Key Responsibilities:
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Platform Architecture
- Lead end-to-end configuration and optimization of the Sprinklr platform.
- Ensure seamless integration and harmonization across modules (Service, Sales, and Marketing).
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Journey Engineering
- Design, build, test, and deploy complex customer journeys.
- Develop inbound/outbound workflows, AI-powered chat bots, and conversational voice bots.
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Voice & Telephony Oversight
- Manage telephony infrastructure including IVR design and call flows.
- Oversee SIP/PRI connectivity and integrations with telephony providers to ensure high-quality voice performance.
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Business Partnership
- Act as a bridge between business stakeholders and technical teams.
- Translate ambiguous business needs into clear, actionable technical requirements and solutions.
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Optimization & Analytics
- Leverage data insights and speech analytics to enhance bot accuracy and performance.
- Continuously improve IVR flows and drive key KPIs such as First Contact Resolution (FCR).
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UAT Leadership
- Plan and lead User Acceptance Testing (UAT) cycles.
- Ensure deliverables meet business expectations and resolve critical defects promptly.
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Vendor & Stakeholder Management
- Coordinate between business teams, IT, and external vendors.
- Manage timelines, expectations, and delivery outcomes effectively.
Education & Certificates
Bachelor's degree in engineering with 3-5 years of experience in Product Management or Business Analyst- Sprinklr role
Candidate from Insurance Industry is preferred.
Must have BA experience as working on Claim, Underwriting, Documentation, Sales OR Operations.
Experience & Skills
- Strong analytical and problem-solving skills.
- Proficiency in data analysis and visualization tools. Working knowledge of SQL and Excel would be a plus.
- Excellent communication and presentation skills.
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Ability to work collaboratively in a fast-paced environment.
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Key Requirements:
- 3+ years of experience in Sprinklr (Modern Care/Service preferred)
- Strong skills in requirement gathering and business analysis
- Good understanding of CCaaS platforms and customer journeys (inbound/outbound, IVR, chatbots, voice bots)
- Exposure to Conversational AI (NLU/NLP, bot flows)
- Knowledge of telephony (SIP, PRI, IVR, cloud telephony)
- Familiarity with API integrations (Webhooks, JSON)
- Experience in UAT, stakeholder management, and documentation
- Hands-on with JIRA, Confluence, MS Visio