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

Deloitte · ✓ Verified company
📍 Bengaluru, India · On-site · Full-time

About the role

Analyst | Customer - Customer Strategy & Design | Conversational AI • Job requisition ID : 106206  • Location: Bengaluru • Entity: Deloitte Touche Tohmatsu India LLP  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