Lead Support Digital Analyst

The Lead Analyst designs, implements, and improves AI-enabled digital and self-service experiences. The role requires strong business analysis skills and hands-on knowledge of Generative AI, RAG, conversational AI, knowledge management, content curation, automation, AI guardrails, and digital platforms.

The role translates business needs into scalable solutions, including AI-powered bots, RAG experiences, governed knowledge content, customer analytics, and continuous performance improvements.

The Senior Analyst also supports the organization’s telephony/contact-center platform, including configuration, administration, integrations, testing, reporting, troubleshooting, and maintenance. Strong knowledge of system architecture, APIs, workflows, data flows, and technical requirements is essential.

Apply here - https://lnkd.in/gwBZaXmb

Primary Duties / Responsibilities

ü Drive AI-enabled digital transformation initiatives by identifying opportunities to leverage Generative AI, AI Agents, conversational AI, automation, and intelligent self-service to improve customer and agent experiences.

ü Design, build, configure, and optimize AI-powered bots and virtual assistants, including intents, prompts, workflows, business rules, conversational journeys, escalation paths, and AI agent capabilities.

ü Design and support RAG-based AI solutions, including knowledge ingestion, content chunking, metadata, retrieval, grounding, prompt design, and response evaluation to improve AI accuracy and relevance.

ü Own AI knowledge and content curation, ensuring content is accurate, structured, current, searchable, and optimized for both traditional search and GenAI/RAG experiences.

ü Develop and manage AI guardrails and governance, including hallucination controls, response boundaries, data/privacy considerations, escalation rules, human handoff, and responsible AI practices.

ü Perform AI prompt engineering and optimization, developing and refining system prompts, instructions, context, and response patterns to improve AI performance and customer outcomes.

ü Establish AI testing and evaluation frameworks, testing responses for accuracy, relevance, grounding, intent recognition, safety, consistency, and adherence to business rules before and after production releases.

ü Analyze AI and customer interaction data to identify trends, failure points, emerging customer needs, containment opportunities, and areas for automation and continuous improvement.

ü Act as the Business Analyst and business-side technical owner for the telephony/contact-center platform, managing requirements and supporting configuration of IVR, call flows, routing, queues, skills, business rules, and AI-enabled voice capabilities.

ü Translate complex business requirements into AI and technical solutions, including process flows, user stories, functional requirements, acceptance criteria, solution designs, and implementation plans.

ü Lead UAT, AI model/bot testing, regression testing, and production validation for GenAI, bots, digital experiences, knowledge, telephony, and integrated solutions.

ü Define and monitor AI, digital, bot, and telephony KPIs, including containment, resolution, escalation, fallback, response quality, adoption, customer effort, and operational performance.

ü Drive continuous improvement of AI and digital products by using customer feedback, analytics, AI evaluation results, business insights, and emerging technology capabilities to improve performance and experience.

ü Stay current with emerging AI technologies and translate innovation into business value, evaluating new LLMs, AI Agents, RAG techniques, intelligent search, voice AI, automation, and other technologies for practical enterprise adoption.

Skills and Competencies

ü Hands-on expertise in Generative AI, LLMs, RAG, prompt engineering, AI Agents, conversational AI, AI-powered bots, virtual assistants, and self-service solutions, including content curation, knowledge management, enterprise search, RAG optimization, AI guardrails, responsible AI, response evaluation, hallucination mitigation, and AI governance.

ü Technical and analytical capabilities across APIs, integrations, data flows, CRM platforms, telephony/contact-center technologies, cloud-based solutions, and AI, digital, customer, and operational data, with the ability to identify issues, drive insights, and deliver continuous improvements.

ü Strong Business Analysis, customer experience, and stakeholder management skills, including requirements gathering, process mapping, solution design, user stories, UAT, testing, release management, and the ability to translate complex AI and technical concepts into business outcomes while adapting to a rapidly evolving technology environment.

Requirements (Education, Experience and Certification)

● Minimum of 13+ years of experience in Service Delivery / Support role in a contact centre / BPO environment.

● At least 2 years’ proven experience in working with any of the following, Virtual Assistants, Process Automation or implementing any AI technology

● Bachelor's degree (or equivalent years of experience) in Computer Science, Information Technology, or related technical fields is mandatory.

● Background in Business Process, Frontline B2B support is preferred.

Pay: ₹2,000,000.00 - ₹2,500,000.00 per year

Benefits:

• Commuter assistance
• Health insurance
• Leave encashment
• Paid sick time
• Paid time off
• Provident Fund

Experience:

• Customer relationship management: 8 years (Required)

Work Location: In person