Customer Contact (Digital Solutions), Analyst

Customer Contact (Digital Solutions), Analyst

To support the implementation, optimization, and management of AI-powered digital service tools aimed at enhancing operational efficiency and customer experience. This role will be instrumental in driving automation, improving service delivery, and ensuring the effective use of AI technologies across customer touchpoints.

Roles and Responsibilities :

• AI Tool Management - Manage and maintain digital AI service platforms (e.g., chatbots, virtual assistants, knowledge bases) to ensure optimal performance and user experience.
• Process Optimization - Identify opportunities to automate repetitive tasks and streamline workflows using AI and digital tools.
• Performance Monitoring - Track and analyze key performance indicators (KPIs) to measure the effectiveness and efficiency of AI tools and recommend improvements.
• Stakeholder Collaboration - Work closely with IT, customer Contact Operations, and other Ops business units to gather requirements, implement solutions, and ensure alignment with business goals.
• Training & Support - Provide training and support to internal users on AI tools and ensure proper documentation and knowledge sharing.
• Innovation & Research - Stay updated on emerging AI technologies and trends to propose innovative solutions that enhance service delivery.
• Other Responsibilities - Performs other responsibilities and duties periodically assigned by HOU / HOD to meet operational and / or other requirements.
• Bachelor’s degree in Business Administration, Information Technology, Computer Science, or a related field.
• Minimum 2–3 years of experience in business analysis, customer contact operations, or technology-related projects.
• Experience working with chatbot platforms, GenAI tools, or digital customer engagement solutions is an advantage.
• Familiarity with testing methodologies, UAT processes, and test script preparation.
• Proficiency in tools such as Excel, PowerPoint, and reporting / dashboard platforms (e.g., Power BI, Tableau – will be advantage).
• Experience with project documentation tools (e.g., Confluence, JIRA, SharePoint).
• Strong analytical thinking, attention to detail and problem-solving skills.
• Ability to interpret data and generate actionable insights.
• Ability to manage multiple tasks and meet deadlines in dynamic environment.

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