Job Description

Job requisition ID :: 92098
Date: Nov 7, 2025
Location: Bengaluru
Designation: Manager
Entity: Deloitte Touche Tohmatsu India LLP

Y

our potential, unleashed.

India's impact on the global economy has increased at an exponential rate and Deloitte presents an opportunity to unleash and realize your potential amongst cutting edge leaders, and organizations shaping the future of the region, and indeed, the world beyond.





At Deloitte, your whole self to work, every day. Combine that with our drive to propel with purpose and you have the perfect playground to collaborate, innovate, grow, and make an impact that matters.

The Team

Deloitte's Technology & Transformation practice can help you uncover and unlock the value buried deep inside vast amounts of data. Our global network provides strategic guidance and implementation services to help companies manage data from disparate sources and convert it into accurate, actionable information that can support fact-driven decision-making and generate an insight-driven advantage. Our practice addresses the continuum of opportunities in business intelligence & visualization, data management, performance management and next-generation analytics and technologies, including big data, cloud, cognitive and machine learning.

:

Business Analyst (Contact Center Transformation for Automated Self-service and Chat Channels)

Role Overview

We are seeking a highly skilled

Business Analyst

to support a large-scale

Contact Center Transformation Program

. The ideal candidate will have strong expertise in designing and implementing

chat journeys

(mobile & web) and proven experience in deploying

AI/Gen-AI powered voicebots and chatbots

. The candidate should bring hands-on experience with

industry-leading conversational AI platforms

such as

RASA, Google Dialogflow, PolyAI, Sierra, or Dyna

.

Key Responsibilities

Requirements Gathering & Analysis

: Engage with business stakeholders, operations, and technology teams to capture functional and technical requirements for conversational AI initiatives.

Journey Design

: Define and design intuitive

end-to-end chat journeys

across

mobile, web, and messaging channels

, ensuring superior CX.

Conversational AI Implementation

: Translate business requirements into bot design, intents, entities, and dialogue flows for

voicebot and chatbot platforms

.

Stakeholder Collaboration

: Act as a liaison between business users, developers, and product owners to ensure requirements are accurately captured and implemented.

Platform Expertise

: Configure, test, and validate conversational AI workflows on

RASA, Google Dialogflow, PolyAI, Sierra, or Dyna

.

Quality Assurance

: Support UAT, validate conversational flows, and recommend improvements based on testing outcomes and CX feedback.

Data-Driven Insights

: Leverage analytics to monitor bot performance (containment rates, escalation trends, CSAT), and propose enhancements.

Documentation & Governance

: Prepare BRDs, FRDs, process flow documents, user stories, and maintain traceability for requirements.

Must-Have Skills

Strong experience as a

Business Analyst

in

contact center transformation

or

digital CX programs

. Proven track record in

designing and implementing chat journeys

for mobile and web platforms. Hands-on implementation experience with

AI/Gen-AI voicebots and chatbots

. Proficiency in one or more conversational AI platforms:

RASA

Google Dialogflow

PolyAI

Sierra

Dyna

Solid understanding of

NLP/NLU concepts, conversational design principles, and bot lifecycle management

. Strong stakeholder management, requirement documentation, and user story creation skills. Familiarity with Agile/Scrum delivery models.

Good-to-Have Skills

Experience with relationship management tools like WhatsApp Business API. Familiarity with contact center platforms like Genesys Cloud. Understanding of analytics tools to measure chatbot performance. Knowledge of

integration with CRMs, ticketing, or knowledge management systems

. Exposure to

analytics tools

for chatbot/voicebot performance tracking. Understanding of

Gen-AI advancements

in conversational AI (LLMs, transformer models, etc.).

Qualifications

Bachelor's or master's degree in computer science, IT, Business, or related field. 12+ years of Business Analyst experience, with at least 5+ years in

conversational AI/chatbot/voicebot implementations.

How you'll grow

Connect for impact





Our exceptional team of professionals across the globe are solving some of the world's most complex business problems, as well as directly supporting our communities, the planet, and each other. Know more in our Global Impact Report and our India Impact Report.

Empower to lead





You can be a leader irrespective of your career level. Our colleagues are characterised by their ability to inspire, support, and provide opportunities for people to deliver their best and grow both as professionals and human beings. Know more about Deloitte and our One Young World partnership.

Inclusion for all





At Deloitte, people are valued and respected for who they are and are trusted to add value to their clients, teams and communities in a way that reflects their own unique capabilities. Know more about everyday steps that you can take to be more inclusive. At Deloitte, we believe in the unique skills, attitude and potential each and every one of us brings to the table to make an impact that matters.

Drive your career





At Deloitte, you are encouraged to take ownership of your career. We recognise there is no one size fits all career path, and global, cross-business mobility and up / re-skilling are all within the range of possibilities to shape a unique and fulfilling career. Know more about Life at Deloitte.

Everyone's welcome... entrust your happiness to us

Our workspaces and initiatives are geared towards your 360-degree happiness. This includes specific needs you may have in terms of accessibility, flexibility, safety and security, and caregiving. Here's a glimpse of things that are in store for you.

Interview tips

We want job seekers exploring opportunities at Deloitte to feel prepared, confident and comfortable. To help you with your interview, we suggest that you do your research, know some background about the organisation and the business area you're applying to. Check out recruiting tips from Deloitte professionals.