EY FSRC -BT INS - Contact centre BA 

India, Tamil Nadu, Chennai 

163395185

Role – Contact centre BA

- Senior

Contact centre operation & modernization –

• Hands-on experience capturing business requirements for contact center migrations (Amazon Connect, Genesys, NICE, Five9).
• Knowledge of contact center operations, KPIs, SLAs, and compliance needs in insurance.
• Familiar with IVR/IVA and core telephony including WFM, KM, Quality, Reporting analytics, Agent Assist AI enablement.
• Experience gathering IVR/A requirements from business, operations and telephony SMEs.
• Familiar with conversational AI/NLU tooling (Lex, Dialogflow, Kore.ai, etc.).
• Write IVR scripts considering business, CX, and compliance requirements.
• Prepare detailed call flow specs for developers.
• Experienced in enhancing and migrating the IVR experience from one platform to another (e.g., Avaya to Genesys) and understand conversation design
• Document user stories, and acceptance criteria while collaborating with onshore counterpart(s).
• General understanding of CTI integrations; ability to document integration use cases, requirements
• Support test planning, test case design, test execution along with business stakeholders.

Must have vertical & Industry Experience in Insurance Service / Contact Centre transformation."