Senior Associate | Customer - Customer Strategy & Design | Conversational AI

Analyst | Customer - Customer Strategy & Design | Conversational AI

Location: Bengaluru

The team

Enterprise technology has to do much more than keep the wheels turning; it is the engine that drives functional excellence and the enabler of innovation and long-term growth. Learn more about: Customer

Your work profile

We are looking for candidates with the following expertise:

• Support Engineer with 2–3 years of experience in a banking contact center


• Coordinate and collaborate with L1 and L2 support teams


• Ensure seamless service delivery across voice, chat, email, and digital channels


• Maintain strict adherence to SLA, regulatory, and data privacy standards

Support Operations & Delivery

• Manage L2 support operations and resolve complex customer issues


• Oversee end-to-end incident lifecycle management


• Ensure system uptime, availability, and performance stability


• Monitor and optimize queue performance and workforce planning


• Drive SLA adherence across all customer touchpoints

Escalation & Incident Management

• Own critical incidents and escalation management across L2 and L3


• Act as a bridge between business, technology, and vendors


• Handle fraud cases, regulatory complaints, and ombudsman escalations


• Ensure timely resolution with minimal customer impact

Root Cause Analysis & Problem Management

• Perform detailed Root Cause Analysis (RCA) for recurring issues


• Create and track JIRA tickets for defects and enhancements


• Collaborate with development teams to resolve production issues


• Implement preventive measures to reduce repeat incidents


• Drive continuous improvement and process optimization initiatives

Compliance & Risk Management

• Ensure compliance with KYC, AML, and data privacy regulations


• Maintain audit readiness and accurate documentation


• Follow regulatory guidelines across all customer interactions


• Ensure secure handling of sensitive customer data

Technology & Modernization

• Work with CCaaS platforms (Genesys, Avaya, Kore)


• Drive adoption of Gen AI solutions: Agent Assist, Intelligent routing, Automated QA


• Implement RPA and automation tools to improve efficiency


• Manage and collaborate with vendors (ServiceNow, CCaaS providers)

Performance & Quality Management

• Track and improve KPIs: AHT, CSAT, FCR, SLA adherence


• Conduct quality audits and process reviews


• Enhance overall customer experience and service quality

  Key skills required

• Education: Any Bachelor's / master's degree


• Incident & Problem Management


• JIRA, ServiceNow, and Ticketing Systems


• Root Cause Analysis (RCA)


• Contact Center Technologies (Genesys, Avaya, Kore)


• Gen AI & Conversational AI (Agent Assist, RPA