Lead Support Digital Analyst

The Lead Analyst designs, implements, and improves AI\-enabled digital and self\-service experiences. The role requires strong business analysis skills and hands\-on knowledge of Generative AI, RAG, conversational AI, knowledge management, content curation, automation, AI guardrails, and digital platforms.

The role translates business needs into scalable solutions, including AI\-powered bots, RAG experiences, governed knowledge content, customer analytics, and continuous performance improvements.

The Senior Analyst also supports the organization’s telephony/contact\-center platform, including configuration, administration, integrations, testing, reporting, troubleshooting, and maintenance. Strong knowledge of system architecture, APIs, workflows, data flows, and technical requirements is essential.

Apply here \- https://lnkd.in/gwBZaXmb

• *Primary Duties / Responsibilities**

ü **Drive AI\-enabled digital transformation initiatives** by identifying opportunities to leverage Generative AI, AI Agents, conversational AI, automation, and intelligent self\-service to improve customer and agent experiences.

ü **Design, build, configure, and optimize AI\-powered bots and virtual assistants**, including intents, prompts, workflows, business rules, conversational journeys, escalation paths, and AI agent capabilities.

ü **Design and support RAG\-based AI solutions**, including knowledge ingestion, content chunking, metadata, retrieval, grounding, prompt design, and response evaluation to improve AI accuracy and relevance.

ü **Own AI knowledge and content curation**, ensuring content is accurate, structured, current, searchable, and optimized for both traditional search and GenAI/RAG experiences.

ü **Develop and manage AI guardrails and governance**, including hallucination controls, response boundaries, data/privacy considerations, escalation rules, human handoff, and responsible AI practices.

ü **Perform AI prompt engineering and optimization**, developing and refining system prompts, instructions, context, and response patterns to improve AI performance and customer outcomes.

ü **Establish AI testing and evaluation frameworks**, testing responses for accuracy, relevance, grounding, intent recognition, safety, consistency, and adherence to business rules before and after production releases.

ü **Analyze AI and customer interaction data** to identify trends, failure points, emerging customer needs, containment opportunities, and areas for automation and continuous improvement.

ü **Act as the Business Analyst and business\-side technical owner for the telephony/contact\-center platform**, managing requirements and supporting configuration of IVR, call flows, routing, queues, skills, business rules, and AI\-enabled voice capabilities.

ü **Translate complex business requirements into AI and technical solutions**, including process flows, user stories, functional requirements, acceptance criteria, solution designs, and implementation plans.

ü **Lead UAT, AI model/bot testing, regression testing, and production validation** for GenAI, bots, digital experiences, knowledge, telephony, and integrated solutions.

ü **Define and monitor AI, digital, bot, and telephony KPIs**, including containment, resolution, escalation, fallback, response quality, adoption, customer effort, and operational performance.

ü **Drive continuous improvement of AI and digital products** by using customer feedback, analytics, AI evaluation results, business insights, and emerging technology capabilities to improve performance and experience.

ü **Stay current with emerging AI technologies and translate innovation into business value**, evaluating new LLMs, AI Agents, RAG techniques, intelligent search, voice AI, automation, and other technologies for practical enterprise adoption.

• *Skills and Competencies**

ü Hands\-on expertise in **Generative AI, LLMs, RAG, prompt engineering, AI Agents, conversational AI, AI\-powered bots, virtual assistants, and self\-service solutions**, including content curation, knowledge management, enterprise search, RAG optimization, AI guardrails, responsible AI, response evaluation, hallucination mitigation, and AI governance.

ü Technical and analytical capabilities across **APIs, integrations, data flows, CRM platforms, telephony/contact\-center technologies, cloud\-based solutions, and AI, digital, customer, and operational data**, with the ability to identify issues, drive insights, and deliver continuous improvements.

ü Strong **Business Analysis, customer experience, and stakeholder management skills**, including requirements gathering, process mapping, solution design, user stories, UAT, testing, release management, and the ability to translate complex AI and technical concepts into business outcomes while adapting to a rapidly evolving technology environment.

• *Requirements (Education, Experience and Certification)**

● Minimum of 13\+ years of experience in Service Delivery / Support role in a contact centre / BPO environment.

● At least 2 years’ proven experience in working with any of the following, Virtual Assistants, Process Automation or implementing any AI technology

● Bachelor's degree (or equivalent years of experience) in Computer Science, Information Technology, or related technical fields is mandatory.

● Background in Business Process, Frontline B2B support is preferred.

Pay: ₹2,000,000\.00 \- ₹2,500,000\.00 per year

Benefits

• Commuter assistance
• Health insurance
• Leave encashment
• Paid sick time
• Paid time off
• Provident Fund

Experience

• Customer relationship management: 8 years (Required)

Work Location: In person