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.