Lead Analyst - Support Digital

Overview

Lead the design, build and optimization of AI-enabled digital and self-service experiences, including bots, RAG solutions, knowledge curation and telephony/contact-center platform requirements.

What you'll do

• 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.
• 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.
• 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.
• Own AI knowledge and content curation, ensuring content is accurate, structured, current, searchable and optimized for both traditional search and GenAI/RAG experiences.
• Develop and manage AI guardrails and governance, including hallucination controls, response boundaries, data/privacy considerations, escalation rules, human handoff and responsible AI practices.
• Perform AI prompt engineering and optimization, developing and refining system prompts, instructions, context and response patterns to improve AI performance and customer outcomes.
• 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.
• Analyze AI and customer interaction data to identify trends, failure points, emerging customer needs, containment opportunities and areas for automation and continuous improvement.
• 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.
• Translate complex business requirements into AI and technical solutions, including process flows, user stories, functional requirements, acceptance criteria, solution designs and implementation plans.
• Lead UAT, AI model/bot testing, regression testing and production validation for GenAI, bots, digital experiences, knowledge, telephony and integrated solutions.
• Define and monitor AI, digital, bot and telephony KPIs, including containment, resolution, escalation, fallback, response quality, adoption, customer effort and operational performance.
• Drive continuous improvement of AI and digital products using customer feedback, analytics, AI evaluation results, business insights and emerging technology capabilities.
• Stay current with emerging AI technologies and translate innovation into business value, evaluating new LLMs, AI Agents, RAG techniques, intelligent search, voice AI and automation for practical enterprise adoption.

What you'll need

• Hands-on expertise in Generative AI, LLMs, RAG, prompt engineering, AI Agents, conversational AI, AI-powered bots, virtual assistants and self-service solutions.
• Expertise in content curation, knowledge management, enterprise search, RAG optimization, AI guardrails, responsible AI, response evaluation, hallucination mitigation and AI governance.
• 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.
• Strong Business Analysis, customer experience and stakeholder management skills, including requirements gathering, process mapping, solution design, user stories, UAT, testing and release management.
• Ability to translate complex AI and technical concepts into business outcomes while adapting to a rapidly evolving technology environment.

Details

• Location: Bangalore, India.