Apply on Kit Job: kitjob.in/job/45x07h

- *Key Responsibilities**
- *Process Automation & Optimization**
- Drive identification, analysis, and automation of existing contact center processes, focusing on high-volume, high-impact workflows.
- Translate business requirements into automated solutions using contact center platforms, APIs, and orchestration tools.
- Design end-to-end automated workflows across voice, digital, CRM, and workforce systems.
- Partner with Business Analysts to document current-state and future-state process designs, including automation opportunities.
- *AI Enablement & Prompt Engineering**
- Design, develop, and maintain AI prompt scripts used by virtual agents, agent assist tools, knowledge retrieval systems, and internal automation.
- Establish prompt engineering standards, versioning, testing, and governance to ensure accuracy, compliance, and repeatability.
- Optimize AI prompts based on performance metrics, customer outcomes, and agent feedback.
- Implement AI use cases such as virtual agents, intelligent routing, agent assist, summarization, sentiment detection, and workflow recommendations.
- *Contact Center Technology Enablement**
- Configure and extend contact center platforms to support automation and AI-driven capabilities.
- Collaborate with engineering teams to integrate AI services with contact center, CRM, and enterprise systems via APIs.
- Support deployment, validation, and production rollout of automation and AI solutions.
- Ensure solutions align with security, compliance, and data governance requirements.

nCross-Functional Collaboration & Deliveryn
- Act as a technical bridge between Business Analysts, Operations, IT, and vendors.
- Participate in solution design workshops and backlog refinement sessions.




- Provide technical guidance on feasibility, scalability, and maintainability of proposed solutions.
- Support change management and adoption of automation and AI capabilities.
- *Testing, Debugging, Test Management & Quality Assurance**
- Determine testing requirements for **moderate to highly complex Contact Center initiatives** based on business requirements, acceptance criteria, and Definition of Done.
- Design and maintain **test plans and test cases** for voice, chat, and digital customer interactions, with strong emphasis on **automation and AIenabled testing**.
- Execute automated and manual test scenarios across the project lifecycle, including:

nIVR and call flow testingn

Skillsbased routing and queue logic

n

Chat and messaging workflows

nChatbot and virtual assistant handoff scenariosn

- Identify, document, track, and communicate defects impacting customer experience, agent workflows, or system integrations.
- Retest and validate defect resolutions and enhancements in a timely manner.
- Ensure testing activities are completed accurately, on schedule, and within expected delivery timelines and budgets.
- *Technical Expertise & Production Support**
- Provide production support for Contact Center platforms and integrated systems, including voice, chat, and digital channels.




- Troubleshoot low to moderate complexity issues related to routing, call flows, chat queues, agent tools, and system integrations with limited direction.
- Analyze incidents impacting Contact Center performance and partner with engineering teams on root cause analysis and remediation.
- Document work requests, system behavior, and functional impacts to support knowledge sharing and audit needs.
- Identify and implement low to moderate risk rule, configuration, or workflow changes to improve system stability and functionality
- *Qualifications and Experience Required**
- Bachelors degree in Engineering, Computer Science, Information Systems, or equivalent practical experience.
- 5+ years of experience working with contact center technologies, business systems, or process automation.
- Demonstrated experience automating business processes using workflow, scripting, or orchestration tools.
- Hands-on experience implementing AI-enabled solutions within customer service or contact center environments.
- Strong experience with AI prompt engineering, prompt optimization, and managing prompt libraries.
- Experience working on Agile Scrum teams with strong knowledge of Agile methodologies
- Working knowledge of APIs (REST/JSON) and system integrations.
- Experience collaborating with Business Analysts and translating business requirements into technical solutions.
- Solid analytical skills with the ability to identify automation opportunities and quantify business impact.
- Excellent communication and documentation skills, with the ability to explain technical concepts to non-technical stakeholders.
- Experience with c

Apply on Kit Job: kitjob.in/job/45x07h

📌 Engineer Analyst (Bengaluru)
🏢 Assurant Automotive Warranty Solutions
📍 Bengaluru