FSRC -BT INS - Contact centre BA

Hyderabad, Telangana, India Full-time June 04, 2026

Opportunity Description

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, , etc.).

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Full-time Computer Occupations

Submit your application for FSRC -BT INS - Contact centre BA at EY

Location Hyderabad, Telangana

Country India

Type Full-time

Category Computer Occupations

Posted June 04, 2026

Deadline July 14, 2026