Job Summary:

We are seeking a highly skilled Techno-Functional System Analyst with specialized experience in Insurance domain to act as the primary bridge between our business operations and technical engineering teams. This role focuses on the end-to-end delivery, optimization, and support of our Customer Self-Service Portals and Omnichannel Call Centre Systems (including telephony, IVR, and CRM integrations).

The ideal candidate possesses a unique blend of business acumenunderstanding user experience (UX) and agent workflowsalongside deep technical expertise in API architecture, relational databases, web portal technologies, and CTI (Computer Telephony Integration)

Key Responsibilities

1. Requirement Elicitation & Solution Design

- Work with Insurance Business Units (Digital Servicing, Customer Connect, Policy Servicing) to gather system requirements for portal upgrades and call center features.
- Create comprehensive documentation including Functional Requirement Documents (FRDs), Technical Architecture Specifications, system data-flow diagrams, and technical User Stories with granular acceptance criteria.
- Design seamless end-to-end customer journeys across digital channels (web/mobile portals) interacting with backend systems and call centre interfaces.

2. Customer Portal Development Support

- Define and optimize integration points between the front-end user portal and backend databases, CRMs
- Map customer authentication protocols (e.g., Single Sign-On / SSO, MFA, OAuth) to ensure data compliance and security regulations are met
- Analyze portal analytics, user session tracking,



and error logs to identify bugs or system performance roadblocks.

3. Call Centre & CTI Engineering Integration

- Design and configure Interactive Voice Response (IVR) call routing scripts, intelligent self-service workflows, and queue distributions.
- Oversee Computer Telephony Integration (CTI) systems, ensuring that customer account data automatically pops up onto the agent's CRM screen ("screen-pop") when a call routes through.
- Collaborate with telecom, cloud telephony vendors (e.g., Genesys, AWS Connect, Avaya), and CRM teams to align multi-party platform changes.

4. Technical Execution & Data Analytics

- Validate API payloads and testing schemas using developer tools like Postman or Swagger.
- Conduct root-cause analysis on critical production issues occurring in either the customer portal or call center systems, examining system traces and server/application logs.

5. Agile Delivery & Quality Assurance

- Own and actively groom the technology backlog using management tools like Jira and Confluence.
- Define data matrix setups and test strategies for System Integration Testing (SIT) and User Acceptance Testing (UAT).
- Validate post-release functionality to ensure upgrades to telephony infrastructure or portal servers do not disrupt live production traffic.

Experience & Education:

- Experience: 10+ years of system analyst or technical business analyst experience, with at least 2 years explicitly dedicated to customer portals or telephony/call center technology.
- Education: Bachelors degree in Computer Science, Information Technology, Business Systems, or a related technical track.

📌 Chief Manager - System Analyst (Mumbai)
🏢 HDFC Life
📍 Mumbai