FSRC -BT INS - Contact centre BA
EY
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Role – Contact centre BA
Level - Senior
Responsibilities, Skills and Expertise -
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.
Tech/ Tools Skills : Should have solid hands-on experience in Design Collaboration tools (Mural/Miro/PPT/Visio) to build and modify Journey flows, Call flows, Process Flows, Personas etc.
Preferred with business consulting background with sound knowledge of key enterprise business process, customer touchpoint & journey design, design thinking along with stakeholder management. Should be able to contribute practice development, thought leadership and business development activities.
Must have vertical & Industry Experience in Insurance Service / Contact Centre transformation."
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