Job Title:  Senior Associate | Conversational AI | Bengaluru | Customer Strategy & Design

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