Join our Customer Strategy & Design team as a Senior Associate, focusing on Conversational AI. You will be instrumental in enhancing our enterprise technology solutions, driving functional excellence, and enabling innovation for long-term growth. This role is key to transforming customer engagement through advanced AI technologies.

Your expertise will contribute to a dynamic team that leverages cutting-edge tools to redefine customer service. We are committed to fostering an environment where technology serves as the primary engine for progress and customer satisfaction.

Manage and optimize L2 support operations, resolving complex customer issues and overseeing the end-to-end incident lifecycle. Ensure system uptime and performance stability while monitoring queue performance and workforce planning to drive SLA adherence across all customer touchpoints.

Own critical incidents and manage escalations across L2 and L3, acting as a vital link between business, technology, and vendors. Handle sensitive cases like fraud, regulatory complaints, and ombudsman escalations, ensuring timely resolutions with minimal customer impact.

Conduct detailed Root Cause Analysis (RCA) for recurring issues, create and track JIRA tickets, and collaborate with development teams to resolve production defects. Implement preventive measures to reduce repeat incidents and drive continuous process improvement initiatives.

Ensure strict compliance with KYC, AML, and data privacy regulations, maintaining audit readiness and accurate documentation. Follow all regulatory guidelines and ensure secure handling of sensitive customer data.

Drive the adoption of Gen AI solutions such as Agent Assist, Intelligent routing, and Automated QA. Implement RPA and automation tools to enhance efficiency and collaborate with vendors for CCaaS platforms like Genesys, Avaya, and Kore.

Track and improve key performance indicators including AHT, CSAT, FCR, and SLA adherence. Conduct quality audits and process reviews to enhance overall customer experience and service quality.

A Bachelor's or Master's degree is required. Candidates should possess 2–3 years of experience in a banking contact center environment. Proficiency in Incident & Problem Management, JIRA, ServiceNow, and other Ticketing Systems is essential.

Strong skills in Root Cause Analysis (RCA) are necessary. Experience with Contact Center Technologies such as Genesys, Avaya, and Kore is a must. Familiarity with Gen AI & Conversational AI, including Agent Assist and RPA, is highly valued. Specific knowledge and hands-on experience with Kore.ai are also required.