FSRC BT INS Contact centre BA
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Job Summary
At EY were all in to shape your future with confidence.
Well help you succeed in a globally connected powerhouse of diverse teams and take your career wherever you want it to go.
Join EY and help to build a better working world.
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 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.
EY Building a better working world
EY is building a better working world by creating new value for clients people society and the planet while building trust in capital markets.
Enabled by data AI and advanced technology EY teams help clients shape the future with confidence and develop answers for the most pressing issues of today and tomorrow.
EY teams work across a full spectrum of services in assurance consulting tax strategy and transactions. Fueled by sector insights a globally connected multi-disciplinary network and diverse ecosystem partners EY teams can provide services in more than 150 countries and territories.
About Company
Bij EY Studio+ creëren we transformatieve ervaringen die mensen in beweging brengen en markten vormgeven. We combineren design, technologie en commercieel inzicht, aangevuld met EY.ai, een verenigend platform en aangedreven door ons volledige spectrum van diensten.
