Job Description

OSP India, now part of one.O.
OSP India - Hyderabad Private Limited takes a significant step forward in its evolution by becoming part of Otto Group one.O, the new central, high-performance partner for strategy consulting and technology for the Otto Group. This strengthens our mission to deliver innovative IT solutions for commerce and logistics, combining experience, technology, and a global vision to lead the digital future.
Mission
Our mission is to provide customer-contact data analysis and automate customer-contact processes.
We deliver insights from Aftersales Customer Experience (CX) data and build automated, data-driven solutions that enhance the efficiency and quality of customer interactions.
Requirements
About the Team - CURL
The CURL team is responsible for:

• Designing and maintaining data pipelines (e.g., from Amazon Connect) to our BI data warehouse.

• Modeling and visualizing data through Power BI dashboards to support decision-making on customer-contact processes, service portfolios, and tooling.

• Developing and maintaining tools for business departments to audit and manage special payment handling by call center agents.

• Collaborating with other teams to automate aftersales customer-contact processes using end-to-end automation and AI/GenAI technologies.

Key Responsibilities

• Develop and maintain ETL pipelines to process and integrate customer-contact data (e.g., call center, CRM, ticketing systems).

• Ensure data quality, accuracy, and consistency across all aftersales CX datasets.

• Create and enhance Power BI dashboards and data models to support reporting, analytics, and operational insights.

• Collaborate with data scientists, automation engineers, and business stakeholders to identify automation opportunities in customer-contact workflows.

• Contribute to the design and implementation of (Gen)AI-driven process automation for customer-contact handling and aftersales support.

• Support auditing and compliance processes, including tools for payment verification and exception handling.

• Continuously optimize data architecture and streamline workflows for scalability and performance.

Qualifications & Skills
Essential:

• 5-8 years of professional experience as a BI Developer, preferably in a data-driven customer service or aftersales environment.

• Degree in Computer Science, Data Engineering, Business Analytics, or related field.

• Strong experience with data pipelines, ETL tools, and BI platforms (e.g., Power BI, Azure Data Factory, AWS services).

• Solid understanding of data modeling, SQL, and data warehouse concepts.

• Experience with Python, SQL, or related scripting languages for data transformation.

• Ability to interpret complex datasets and translate insights into actionable business recommendations.

Preferred:

• Familiarity with Amazon Connect or other customer contact center platforms.

• Experience with process automation tools (e.g., UiPath, Power Automate, or custom workflow automation).

• Exposure to AI/GenAI-based automation solutions (e.g., chatbots, language models, voice analysis).

• Understanding of Aftersales or Customer Service operations in large organizations.

Soft Skills

• Analytical and structured problem-solving mindset.

• Strong communication and stakeholder management skills.

• Team-oriented, proactive, and able to work in cross-functional environments.

• Curiosity and drive to continuously improve processes and tools.

What We Offer

• Opportunity to shape the future of data-driven customer contact and automation in aftersales.

• Collaboration with experts across data engineering, AI, and customer experience domains.

• Modern tech stack and flexible working environment.

• Continuous learning and professional development opportunities.

Benefits

• Flexible Working Hours: Support for work-life balance through adaptable scheduling.

• Comprehensive Medical Insurance: Coverage for employees and families, ensuring access to quality healthcare.

• Hybrid Work Model: Blend of in-office collaboration and remote work opportunities, with four days a week in the office.

Skills Required