Ready to build the future with AI At Genpact we don t just keep up with technology we set the pace AI and digital innovation are redefining industries and we re leading the charge Genpact s our industry-first accelerator is an example of how we re scaling advanced technology solutions to help global enterprises work smarter grow faster and transform at scale From large-scale models to our breakthrough solutions tackle companies most complex challenges If you thrive in a fast-moving innovation-driven setting love building and deploying cutting-edge AI solutions and want to push the boundaries of what s possible this is your moment Genpact NYSE G is an advanced technology services and solutions company that delivers lasting value for leading enterprises globally Through our deep business knowledge operational excellence and cutting-edge solutions - we help companies across industries get ahead and stay ahead Powered by curiosity courage and innovation our teams implement data technology and AI to create tomorrow today Get to know us at and on and Inviting applications for the role of Principal Consultant - Senior Customer Experience CX Analyst - IT Support In this role you will be responsible for transforming user feedback behavioural data and operational metrics into actionable insights that improve digital and human-assisted support channels The ideal candidate will work closely with CX managers automation teams and IT stakeholders to enhance self-service chatbot performance and overall user satisfaction Responsibilities Track and analyze Experience Level Agreements XLAs across IT support channels providing root cause analysis and actionable insights Monitor chatbot usage and performance identifying drop-offs unresolved intents and optimization opportunities in collaboration with AI automation teams Evaluate self-service portal engagement identifying content gaps and UX friction points using user journey data search analytics and feedback Design and maintain das

📌 Principal Consultant (Hyderabad)
🏢 Genpact
📍 Hyderabad