At EY, we’re all in to shape your future with confidence. We’ll 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, 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." 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.