Service Analyst

As an Analyst in Customer Experience Management, you will be responsible for collaborating with clients to design and implement strategic customer service initiatives. Your role will involve integrating GenAI capabilities into contact center and self-service solutions, delivering intelligent automation and personalized customer interactions. You will also manage stakeholder expectations, resolve project issues, and implement orchestration platforms for contact center solutions. To excel in this role, you should possess skills in Customer Experience Management, knowledge of CCaaS platforms and Nice CXone, experience with Conversational AI, NLU, NLP, and multichannel applications (SMS, Email, Chat, Web), understanding of contact center infrastructure components and orchestration platforms, familiarity with GenAI integration for automation and personalization, API integrations, Java, WebServices, Containerization (Kubernetes), and experience with auxiliary systems like WFM, Recording, Quality Management. You will lead multichannel self-service and IVR solution design, apply emerging technologies in customer experience and AI, participate in pre-sales activities and solution presentations, and contribute to innovation through reusable assets and market analysis. This role offers the opportunity to work on transformative projects with global clients, exposure to cutting-edge technologies and AI-driven customer experience platforms, and an inclusive and collaborative work environment with career growth opportunities. The ideal candidate for this position should have a minimum of 2 years of experience in delivering voice and non-voice customer interaction solutions using application development tools and implementing customer experience management tools. Additionally, a Bachelors Degree in Engineering (B-Tech/BE), MCA, MBA, or PGDM from a Tier 1 or 2 institution is required.,