Consultant, Global Analytics

Job Title:

Consultant, Global Analytics

Job Description

We're Concentrix. The intelligent transformation partner. Solution-focused. Tech-powered. Intelligence-fueled.

The global technology and services leader that powers the world’s best brands, today and into the future. We’re solution-focused, tech-powered, intelligence-fueled. With unique data and insights, deep industry expertise, and advanced technology solutions, we’re the intelligent transformation partner that powers a world that works, helping companies become refreshingly simple to work, interact, and transact with. We shape new game-changing careers in over 70 countries, attracting the best talent.

The Concentrix Technical Products and Services team is the driving force behind Concentrix’s transformation, data, and technology services. We integrate world-class digital engineering, creativity, and a deep understanding of human behavior to find and unlock value through tech-powered and intelligence-fueled experiences. We combine human-centered design, powerful data, and strong tech to accelerate transformation at scale. You will be surrounded by the best in the world providing market leading technology and insights to modernize and simplify the customer experience. Within our professional services team, you will deliver strategic consulting, design, advisory services, market research, and contact center analytics that deliver insights to improve outcomes and value for our clients. Hence achieving our vision.

Our game-changers around the world have devoted their careers to ensuring every relationship is exceptional. And we’re proud to be recognized with awards such as "World's Best Workplaces," “Best Companies for Career Growth,” and “Best Company Culture,” year after year.

Join us and be part of this journey towards greater opportunities and brighter futures.

ABOUT THE ROLE

Telecommunication giant is looking for someone who sits at the intersection of operations, process design, and AI to help deploy Agentic AI capabilities across CX, contact center, and internal operations teams.

An implementation and automation role - ideal for someone who has a strong grip on how businesses run, how data flows, and how to build and deploy AI agents that eliminate manual effort through smart tooling.

ROLES AND RESPONSIBILITIES

• Workflow Mapping: Map existing internal workflows across CX, support, and operations teams to identify automation candidates using AI Agents.
• Agent Building & Deployment: Design, configure, and deploy AI agents using Agent Builder - defining triggers, actions, and decision logic to automate tasks like ticket resolution, onboarding, and knowledge retrieval.
• Tool Integration: Connect Agentic AI to client's existing tools like Deal Desk and ensure data flows correctly across the platform.
• Performance Monitoring: Track adoption and ROI metrics - time saved, tickets deflected, search-to-answer rates - and present findings to stakeholders.
• Cross-Functional Collaboration: Partner with IT, CX, and operations teams to gather requirements, manage rollout, and drive adoption across the organisation.
• Knowledge Management: Identify and document gaps in knowledge bases; work with teams to improve content quality so Glean's AI returns better answers.

WHO YOU ARE

• You have 5+ years in operations, program management, or business process improvement - ideally in a CX or tech-enabled environment.
• Experience with AI tools, automation platforms (Zapier, Make, Glean or similar), or no-code agent builders with working knowledge of prompt engineering and token utilization
• You've worked in or around contact centres, customer experience, or service delivery operations.
• You understand how enterprise SaaS tools connect (APIs, CRMs, ticketing systems) even if you haven't personally built integrations.
• You're confident presenting findings to leadership and translating operational data into business language.
• You can map a business problem to an agent workflow — defining what the agent needs to know, when it acts, and when it hands off to a human.
• You've built or improved workflows using data - SQL, Excel, Python, or BI tools - and you're comfortable reading dashboards and drawing insights

Location:

IND Bangalore - Manyata Blk D4, 2nd Flr

Language Requirements:

Time Type:

Full time