Posted 8 hours ago
Senior Operations Analyst
CapgeminiFBS Senior Operations Analyst
Requirements
4 to 6 years experience, Google CCAI / Dialogflow, Microsoft Excel, SQL, Power BI, Salesforce, Prompt Engineering
Skills
SQLPower BISalesforcePrompt Engineering
About the role
Responsibilities
- Analyze chat, messaging, SMS, and virtual agent interactions to identify trends and optimization opportunities
- Evaluate performance of conversational AI and Generative AI solutions, including accuracy and containment rates
- Partner with Knowledge Management to identify content gaps and improve AI-generated responses
- Assess and optimize chat routing strategies, queue configuration, and agent assignment logic
- Develop reporting and dashboards to track KPIs such as containment, deflection, AHT, and CSAT
- Provide insights and recommendations to cross-functional stakeholders in Service Operations, Product, and Technology
- Support continuous improvement initiatives including A/B testing and prompt tuning
- Contribute to governance and auditing processes for Generative AI and conversational experiences
Requirements
- 4 to 6 years of relevant experience
- Proficiency in Google CCAI or Dialogflow
- Strong skills in Microsoft Excel and SQL
- Experience with Power BI
- Experience with Salesforce (Service Cloud, Chat, or Knowledge)
- Familiarity with customer engagement or chat platforms (e.g., LivePerson, Genesys)
- Knowledge of Prompt Engineering or LLM interaction tools
- Experience with workflow and ticketing systems
- Ability to work the 01:00 PM to 10:00 PM IST shift
ScoutJobs Agent
Get matches like this delivered daily
Sign up free — we'll pull jobs that fit your CV from across the web and rank them for you.
Get started — it's freeSenior Operations Analyst
Capgemini · Hyderabad