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FSRC -BT INS - Contact centre BA

FSRC -BT INS - Contact centre BA

1 - 4 years

9 - 13 Lacs

bengaluru

Posted:5 days ago| Platform:

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Skills Required

compliance insurance conversational ai ai design collaboration business development user stories contact center collaboration tools analytics business process use cases stakeholder management visio business consulting design thinking

Work Mode

Work from Office

Job Type

Full Time

Job Description

Role Contact centre BA

Level - Senior

Responsibilities, Skills and Expertise -

Contact centre operation & modernization

Hands-on experience capturing business requirements for contact center migrations (Amazon Connect, Genesys, NICE, Five9).

Knowledge of contact center operations, KPIs, SLAs, and compliance needs in insurance.

Familiar with IVR/IVA and core telephony including WFM, KM, Quality, Reporting analytics, Agent Assist AI enablement.

Experience gathering IVR/A requirements from business, operations and telephony SMEs.

Familiar with conversational AI/NLU tooling (Lex, Dialogflow, Kore.ai, etc.).

Write IVR scripts considering business, CX, and compliance requirements.

Prepare detailed call flow specs for developers.

Experienced in enhancing and migrating the IVR experience from one platform to another (e.g., Avaya to Genesys) and understand conversation design

Document user stories, and acceptance criteria while collaborating with onshore counterpart(s).

General understanding of CTI integrations; ability to document integration use cases, requirements

Support test planning, test case design, test execution along with business stakeholders.

Tech/ Tools Skills Should have solid hands-on experience in Design Collaboration tools (Mural/Miro/PPT/Visio) to build and modify Journey flows, Call flows, Process Flows, Personas etc.

Preferred with business consulting background with sound knowledge of key enterprise business process, customer touchpoint & journey design, design thinking along with stakeholder management. Should be able to contribute practice development, thought leadership and business development activities.

Must have vertical & Industry Experience in Insurance Service / Contact Centre transformation."

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FSRC -BT INS - Contact centre BA