Consultant Performance Improvement Contact Center

Opportunity

The candidate will play a pivotal role in driving transformation projects across voice, chat, and digital channels, with a focus on self-service, AI enablement, and cloud migration. The role is part of large-scale "Change the Bank" initiatives, aimed at modernizing customer engagement and contact center operations.

Key Responsibilities

• Collaborate with stakeholders to elicit and document business requirements across IVR simplification, automation, and AI-led customer service initiatives.
• Define and validate use cases for ID&V enhancements like CLI/ANI, OTP, Voice ID.
• Analyze and map current vs. future state processes for contact center technology migrations (e.g., CRM to Genesys).
• Create detailed requirements for WFM forecasting, scheduling, and reporting tools.
• Support implementation of AI/GenAI-enabled agent-assist solutions and knowledge management systems.
• Collaborate with data teams to define real-time and historical reporting requirements (BI, sentiment, intent).
• Manage user stories, backlogs, and lead sprint ceremonies across agile projects.
• Facilitate business readiness and process reengineering for CaaS implementation and cloud-based routing/queuing strategies.

Essentials

Domain Knowledge

• Strong understanding of Contact Center architecture and technologies (IVR, Bots, Routing Engines, Voice ID).
• Experience in enterprise cloud migration projects ideally with platforms like Genesys, Amazon Connect, or MS Teams.
• Working knowledge of real-time data migration and analytics for contact centers.
• Familiarity with Private Banking or Retail Banking processes is a plus.

Skills

• Strong communication and stakeholder engagement abilities.
• Proven analytical and problem-solving skills.
• Agile/Scrum proficiency, including story mapping and backlog management.
• Proficient in Confluence, JIRA, PowerPoint, Excel, and Visio

Academic Qualifications

MBA (preferably from a Tier 1 institute with a good academic background)

Experience

• 6+ years of relevant post-MBA experience in transformation/technology projects.
• Contact Center or Banking domain exposure preferred.

Certifications

• Agile Certification (CSPO, Scrum Master)
• CBAP preferred
• Exposure to tools like Genesys, Amazon Connect, or NICE a plus

Systems / Tooling experience

Confluence, Jira, Kanban boards, Excel, PowerPoint, Visio

Job Location

Bangalore/ Pune/ Hyderabad

Job Type & Nature

Full Time, Hybrid