Job Title:  T&T- Customer - CS&D- | Customer Experience | Bengaluru | Manager

The team:

CS&D is about much more than just the numbers. It’s about attesting to accomplishments and challenges and helping to assure strong foundations for future aspirations. Deloitte exemplifies the what, how, and why of change so you’re always ready to act ahead. Learn more about Customer

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.