Senior Consultant - Customer Service transformation And AI
ChennaiFull-time5–9 yrsPosted 1 week ago
Senior customer support role at EY in Chennai. Needs 5+ years.
About the role
The Senior Consultant - Customer Service AI led Transformation and AI will support the design and delivery of AI-enabled service transformation initiatives. This role combines analytical problem-solving, solution design, and implementation delivery.
What you'll do
- Client Engagement & Delivery
- Support delivery of service transformation engagements from assessment through implementation, ensuring alignment with client objectives
- Analyse current-state service processes, customer journeys, case management workflows, and performance metrics to identify improvement opportunities
- Assist in designing AI-led service solutions such as chatbots, virtual assistants, intelligent routing, agent assist, and workflow automation
- Support service operating model redesign including process optimization, workforce enablement, and SLA improvements
What you need
- Customer service
- CRM
- Machine learning
- LLMs
- SAP
- Google Analytics