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T&T -Customer -CS&D - Customer Experience Manager | Customer Experience | Bengaluru

Deloitte -
Bengaluru, Karnataka

Apply Now

Job details

Qualifications

Computer Science
Call center
Business analysis
Master's degree
Quality assurance
Bachelor's degree
Natural language processing
Scrum
Relationship management
APIs
Agile
AI

Full job description

Job requisition ID :: 104546

Date: May 18, 2026

Location: Bengaluru

Designation: Manager

Entity: Deloitte Touche Tohmatsu India LLP

The team

Customer is about much more than just the numbers. It’s about attesting to accomplishments and challenges and helping to assure strong foundations for future aspirations. Deloitte exemplifies the what, how, and why of change so you’re always ready to act ahead. Learn more about Customer

Key Skills

Business Analyst (Contact Center Transformation for Automated Self-service and Chat Channels)
Strong expertise in designing and implementing chat journeys (mobile & web) and proven experience in deploying AI/Gen-AI powered voicebots and chatbots.
The candidate should bring hands-on experience with industry-leading conversational AI platforms such as RASA, Google Dialogflow, PolyAI, Sierra, or Dyna.

Key Responsibilities

Requirements Gathering & Analysis: Engage with business stakeholders, operations, and technology teams to capture functional and technical requirements for conversational AI initiatives.
Journey Design: Define and design intuitive end-to-end chat journeys across mobile, web, and messaging channels, ensuring superior CX.
Conversational AI Implementation: Translate business requirements into bot design, intents, entities, and dialogue flows for voicebot and chatbot platforms.
Stakeholder Collaboration: Act as a liaison between business users, developers, and product owners to ensure requirements are accurately captured and implemented.
Platform Expertise: Configure, test, and validate conversational AI workflows on RASA, Google Dialogflow, PolyAI, Sierra, or Dyna.
Quality Assurance: Support UAT, validate conversational flows, and recommend improvements based on testing outcomes and CX feedback.
Data-Driven Insights: Leverage analytics to monitor bot performance (containment rates, escalation trends, CSAT), and propose enhancements.
Documentation & Governance: Prepare BRDs, FRDs, process flow documents, user stories, and maintain traceability for requirements.

Must-Have Skills

Strong experience as a Business Analyst in contact center transformation or digital CX programs.
Proven track record in designing and implementing chat journeys for mobile and web platforms.
Hands-on implementation experience with AI/Gen-AI voicebots and chatbots.
Proficiency in one or more conversational AI platforms:RASAGoogle DialogflowPolyAISierraDynaSolid understanding of NLP/NLU concepts, conversational design principles, and bot lifecycle management.Strong stakeholder management, requirement documentation, and user story creation skills.
Familiarity with Agile/Scrum delivery models.

Good-to-Have Skills

Experience with relationship management tools like WhatsApp Business API.Familiarity with contact center platforms like Genesys Cloud.
Understanding of analytics tools to measure chatbot performance.
Knowledge of integration with CRMs, ticketing, or knowledge management systems.
Exposure to analytics tools for chatbot/voicebot performance tracking.
Understanding of Gen-AI advancements in conversational AI (LLMs, transformer models, etc.).

Qualifications

Bachelor’s or master’s degree in computer science, IT, Business, or related field.(GCB 4):
12+ years of Business Analyst experience, with at least 7+ years in conversational AI/chatbot/voicebot implementations.

Apply Now

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partner sales manager hewlett packard enterprise, india jobs in karnataka

T&T -Customer -CS&D - Customer Experience Manager | Customer Experience | Bengaluru

Partner Sales Manager - Hewlett Packard Enterprise, India

Manager - Mission Happiness

Senior Process Analyst- Six sigma - Bangalore

Sr Manager, Events & Experience - India

PMO

Manager - Infrastructure

Manager - Infineon India Strategic Programs

Area Sales Manager

City Operations Manager

Regional Sales Manager-Kochi-DM

Account Executive (B2B Sales - Acquisition)

Cloud Sales Manager, India Startups

Country Manager, India

Area Credit Manager

Area Manager- HDFC Bank- Bangalore

Head Of Sales - North India

Senior Sales Manager - EOS India

Regional Sales Manager – India South

Head of Sales Development India

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