T&T-; Customer - CS&D-; | Customer Experience | Bengaluru | Manager
Job requisition ID : 104546
Location: Bengaluru
Entity: Deloitte Touche Tohmatsu India LLP

The team

Customer is about much more than just the numbers. It s about attesting to accomplishments and challenges and helping to assure solid 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

Key Skills
- Business Analyst (Contact Center Transformation for Automated Self-service and Chat Channels)
- 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

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