Lead Analyst - Support Digital

About the role

Drive AI-enabled digital transformation initiatives by identifying opportunities to leverage Generative AI, AI Agents, conversational AI, automation, and intelligent self-service to improve customer and agent experiences. Design, build, configure, and optimize AI-powered bots and virtual assistants , including intents, prompts, workflows, business rules, conversational journeys, escalation paths, and AI agent capabilities.

What you'll do

• Drive AI-enabled digital transformation initiatives by identifying opportunities to leverage Generative AI, AI Agents, conversational AI, automation
• Design, build, configure, and optimize AI-powered bots and virtual assistants , including intents, prompts, workflows, business rules, conversational journeys
• Design and support RAG-based AI solutions , including knowledge ingestion, content chunking, metadata, retrieval, grounding, prompt design
• Own AI knowledge and content curation , ensuring content is accurate, structured, current, searchable, and optimized for both traditional search and GenAI/RAG experiences
• Develop and manage AI guardrails and governance , including hallucination controls, response boundaries, data/privacy considerations, escalation rules, human handoff

What you need

• Business analysis
• LLMs
• Prompt engineering
• Stakeholder management
• CRM
• Data privacy
• Any graduate

Good to have

• Regression testing