Senior Associate | Customer - Customer Strategy & Design | Conversational AI
• Job requisition ID : 107836
• Location: Bengaluru
• Entity: Deloitte Touche Tohmatsu India LLP
Senior Associate | Customer - Customer Strategy & Design | Conversational AI
Location: Bengaluru
The team
Enterprise technology has to do much more than keep the wheels turning; it is the engine that drives functional excellence and the enabler of innovation and long-term growth. Learn more about: Customer
Your work profile
We are looking for candidates with the following expertise:
- Support Engineer with 2–3 years of experience in a banking contact center
- Coordinate and collaborate with L1 and L2 support teams
- Ensure seamless service delivery across voice, chat, email, and digital channels
- Maintain strict adherence to SLA, regulatory, and data privacy standards
Support Operations & Delivery
- Manage L2 support operations and resolve complex customer issues
- Oversee end-to-end incident lifecycle management
- Ensure system uptime, availability, and performance stability
- Monitor and optimize queue performance and workforce planning
- Drive SLA adherence across all customer touchpoints
Escalation & Incident Management
- Own critical incidents and escalation management across L2 and L3
- Act as a bridge between business, technology, and vendors
- Handle fraud cases, regulatory complaints, and ombudsman escalations
- Ensure timely resolution with minimal customer impact
Root Cause Analysis & Problem Management
- Perform detailed Root Cause Analysis (RCA) for recurring issues
- Create and track JIRA tickets for defects and enhancements
- Collaborate with development teams to resolve production issues
- Implement preventive measures to reduce repeat incidents
- Drive continuous improvement and process optimization initiatives
Compliance & Risk Management
- Ensure compliance with KYC, AML, and data privacy regulations
- Maintain audit readiness and accurate documentation
- Follow regulatory guidelines across all customer interactions
- Ensure secure handling of sensitive customer data
Technology & Modernization
- Work with CCaaS platforms (Genesys, Avaya, Kore)
- Drive adoption of Gen AI solutions: Agent Assist, Intelligent routing, Automated QA
- Implement RPA and automation tools to improve efficiency
- Manage and collaborate with vendors (ServiceNow, CCaaS providers)
Performance & Quality Management
- Track and improve KPIs: AHT, CSAT, FCR, SLA adherence
- Conduct quality audits and process reviews
- Enhance overall customer experience and service quality
Key skills required
- Education: Any bachelors or masters degree
- Incident & Problem Management
- JIRA, ServiceNow, and Ticketing Systems
- Root Cause Analysis (RCA)
- Contact Center Technologies (Genesys, Avaya, Kore)
- Gen AI & Conversational AI (Agent Assist, RPA
- Kore.AI knowledge
- Worked on Kore.ai