Job Title:  Manager | Customer Experience | Bengaluru | Customer Strategy & Design

GCB 5 – Business Analyst (Contact Center Transformation for Automated Self-service and Chat Channels)

Role Overview

We are seeking a highly skilled Business Analyst to support a large-scale Contact Center Transformation Program. The ideal candidate will have strong expertise in designing and implementing chat journeys (mobile & web) and proven experience in deploying AI/Gen-AI powered voicebots and chatbots. The candidate should bring hands-on experience with industry-leading conversational AI platforms such as RASA, Google Dialogflow, PolyAI, Sierra, or Dyna.

Key Responsibilities

• Requirements Gathering & Analysis: Engage with business stakeholders, operations, and technology teams to capture functional and technical requirements for conversational AI initiatives.
• Journey Design: Define and design intuitive end-to-end chat journeys across mobile, web, and messaging channels, ensuring superior CX.
• Conversational AI Implementation: Translate business requirements into bot design, intents, entities, and dialogue flows for voicebot and chatbot platforms.
• Stakeholder Collaboration: Act as a liaison between business users, developers, and product owners to ensure requirements are accurately captured and implemented.
• Platform Expertise: Configure, test, and validate conversational AI workflows on RASA, Google Dialogflow, PolyAI, Sierra, or Dyna.
• Quality Assurance: Support UAT, validate conversational flows, and recommend improvements based on testing outcomes and CX feedback.
• Data-Driven Insights: Leverage analytics to monitor bot performance (containment rates, escalation trends, CSAT), and propose enhancements.
• Documentation & Governance: Prepare BRDs, FRDs, process flow documents, user stories, and maintain traceability for requirements.

Must-Have Skills

• Strong experience as a Business Analyst in contact center transformation or digital CX programs.
• Proven track record in designing and implementing chat journeys for mobile and web platforms.
• Hands-on implementation experience with AI/Gen-AI voicebots and chatbots.
• Proficiency in one or more conversational AI platforms:
• RASA
• Google Dialogflow
• PolyAI
• Sierra
• Dyna
• Solid understanding of NLP/NLU concepts, conversational design principles, and bot lifecycle management.
• Strong stakeholder management, requirement documentation, and user story creation skills.
• Familiarity with Agile/Scrum delivery models.

Good-to-Have Skills

• Experience with relationship management tools like WhatsApp Business API.
• Familiarity with contact center platforms like Genesys Cloud.
• Understanding of analytics tools to measure chatbot performance.
• Knowledge of integration with CRMs, ticketing, or knowledge management systems.
• Exposure to analytics tools for chatbot/voicebot performance tracking.
• Understanding of Gen-AI advancements in conversational AI (LLMs, transformer models, etc.).

Qualifications

• Bachelor’s or master’s degree in computer science, IT, Business, or related field.
• Role 1(GCB 5): 10+ years of Business Analyst experience, with at least 5+ years in conversational AI/chatbot/voicebot implementations.