Join our Customer Strategy & Design team as a Support Engineer specializing in Conversational AI. This role is based in Bengaluru and is crucial for driving functional excellence and innovation within enterprise technology.

We are seeking experienced professionals to contribute to a dynamic environment where technology serves as the engine for growth and improved customer experiences.

Manage L2 support operations, resolving complex customer issues and overseeing the incident lifecycle. Ensure system availability and performance, while monitoring queue performance and workforce planning.

Own critical incidents and manage escalations across L2 and L3, acting as a liaison between business, technology, and vendors. Handle specialized cases like fraud, regulatory complaints, and ombudsman escalations to ensure timely resolution with minimal customer impact.

Conduct thorough Root Cause Analysis (RCA) for recurring issues and manage JIRA tickets for defects and enhancements. Collaborate with development teams to resolve production issues and implement preventive measures to reduce repeat incidents.

Ensure adherence to compliance standards including KYC, AML, and data privacy regulations. Maintain audit readiness and accurate documentation, following all regulatory guidelines and ensuring secure data handling.

Drive the adoption of modern technologies, including CCaaS platforms like Genesys, Avaya, and Kore. Explore and implement Generative AI solutions such as Agent Assist and Intelligent Routing, alongside RPA and automation tools to boost efficiency.

Track key performance indicators (KPIs) like AHT, CSAT, FCR, and SLA adherence. Conduct quality audits and process reviews to continuously enhance overall customer experience and service quality.

This role requires 2-3 years of experience in a banking contact center environment. You will collaborate with L1 and L2 support teams to ensure seamless service delivery across voice, chat, email, and digital channels.

Key skills include expertise in Incident & Problem Management, proficiency with JIRA, ServiceNow, and other Ticketing Systems. A strong understanding of Root Cause Analysis (RCA) is essential.

Familiarity with Contact Center Technologies such as Genesys, Avaya, and Kore is required. Experience with Gen AI and Conversational AI concepts, including Agent Assist and RPA, will be highly beneficial.