Engineer Analyst – Contact Center Testing Automation & AI Enablement

Engineer Analyst – Contact Center Testing Automation & AI Enablement, Assurant, GCC-India

The Engineer Analyst – Contact Center Automation & AI Enablement is responsible for driving the automation of existing contact center processes and the practical adoption of AI across omnichannel contact center technologies, including voice, chat, and digital engagement channels. This role is embedded within the Business Analyst organization and serves as the technical execution partner, translating business requirements into automated, AI-enabled solutions that improve efficiency, customer experience, and agent effectiveness. A core accountability of this role is AI prompt scripting, orchestration, and optimization to ensure consistent, scalable, and compliant AI behavior across contact center use cases. The role works within one or more Agile scrum teams to partner closely to modernize workflows, reduce manual effort, and enable intelligent, data-driven contact center operation...