Digital Data Analytics Innovation – GCC Platforms – Business Configuration & Support – Analyst
Are you passionate about tackling business challenges in the Customer Service industry using cutting-edge technologies? Are you an innovative thinker with a pioneering mindset? If so, this is the opportunity for you. We are seeking a detail-oriented, independent professional with strong technical skills to join the CoRe DDAI Platforms team to support the CoRe Contact Center.
The Team
The CoRe DDAI Platforms team drives the configuration, innovation, design, deployment, and ongoing maintenance of advanced contact center technologies for participating member firms. We are dedicated to transforming customer experiences by leveraging cutting-edge solutions like new age IVR methodologies, chatbots and virtual assistants, as well as solving business challenges through powerful automation tools.
Our team fosters a collaborative culture that encourages initiative, innovation, and continuous on-the-job learning. With a steadfast commitment to quality, we consistently raise the bar, delivering enhanced value and impactful solutions to our internal clients.
Responsibilities
You will be responsible for solving business problems with various technological solutions.
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Analyze, document, and visualize business processes and requirements.
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Develop digital skills/platform solutions using AI/ML.
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Coordinate quality management, testing, and continuous improvement of digital skills.
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Monitor solution performance and provide regular metrics and reports.
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Identify and drive automation opportunities across programs.
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Collaborate on designing and deploying technology solutions for global stakeholders.
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Support integration and architecture for customer-facing applications.
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Liaise with technology teams and external vendors to ensure smooth operation and delivery.
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Participate in special projects and adapt to shifting business priorities.
Location: Hyderabad
Shift Timings: 11:00 AM – 8:00 PM IST or 2:00 PM – 11:00 PM IST.
Shift timings may be adjusted based on business requirements and deployment schedules. Candidates are also expected to provide on-call support in a rotational roster, depending on the criticality of application or solution incidents.
Experience: 2-4 Years
Skills
Required
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Contact Center Expertise: Strong understanding of contact center business operations and processes (required).
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Technical Experience: Hands-on experience with Genesys Pure Cloud Platform (required), along with proven technical testing and troubleshooting skills (required).
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Conversational AI & Chatbot Training: Experience training conversational AI solutions, including chatbot content management and knowledge base creation; familiarity with NLP platforms such as Google DialogFlow, Amazon Lex, or Microsoft LUIS.
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Programming & Automation: Basic proficiency in programming languages including Python, JavaScript, jQuery, SQL, Microsoft. NET, C#, VBA, or any other coding language is an asset. Understanding software development methodologies and lifecycle is beneficial.
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Automation & Robotics: Foundational knowledge of automation components and features in conversational BOTs or robotics products.
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Analytical & Problem Solving: Excellent analytical skills with the ability to adapt and improvise configuration, coding, and conversation designs to address new or challenging situations. Proactive in identifying root issues and proposing effective solutions.
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Agile & Distributed Teams: Experience working within Agile methodologies and collaborating across geographically distributed teams.
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Detail-Oriented & Curious: Demonstrates high attention to detail, curiosity for exploring and implementing innovative ideas, and a passion for learning new technologies through formal training and self-initiative.
Functional
- Solid understanding of both agile and waterfall project management methodologies.
- Hands-on experience facilitating SCRUM meetings with development teams and providing regular updates to project managers.
- Foundational project management skills, including basic awareness or exposure to standard practices.
- Basic understanding of DevOps principles and processes.
Business and Soft skills
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Self-Starter & Team Player: Highly self-motivated, action- and results-oriented, and an effective team player—both in-person and within virtual teams.
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Organized & Efficient: Exceptionally well-organized, fast learner, capable of managing detailed tasks independently while ensuring high-quality output.
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Initiative & Ownership: Proactive in taking initiative and driving projects or ideas forward with clarity and purpose.
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Communication: Strong verbal and written communication skills, able to convey information clearly, concisely, and effectively to diverse audiences.
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Attention to Detail: Excellent attention to detail with a proven ability to deliver thorough and accurate work products.
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Analytical Thinking: Demonstrated analytical and conceptual thinking abilities, structured approach to problem-solving, and strong root cause analysis skills.
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Reporting & Documentation: Well-organized with solid reporting skills, able to maintain clear records and documentation.
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Hands-On Approach: Practical, hands-on mindset with a strong track record of getting things done.
Qualification
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Bachelor of Engineering (B.E / B.Tech / BCA)
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MBA
How you’ll grow
At Deloitte, we’ve invested a great deal to create a rich environment in which our professionals can grow. We want all our people to develop in their own way, playing to their own strengths as they hone their leadership skills. And, as a part of our efforts, we provide our professionals with a variety of learning and networking opportunities— including exposure to leaders, sponsors, coaches, and challenging assignments—to help accelerate their careers along the way. No two people learn in exactly the same way. So, we provide a range of resources including live classrooms, team-based learning, and eLearning. DU: The Leadership Center in India, our state-of-the-art, world- class learning Center in the Hyderabad offices is an extension of the Deloitte University (DU) in Westlake, Texas, and represents a tangible symbol of our commitment to our people’s growth and development. Explore DU: The Leadership Center in India
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