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

📌 Senior Associate | Conversational AI | Bengaluru | Customer Strategy & Design
🏢 Deloitte
📍 Bengaluru