Job description

The role supports digital banking initiatives across channels including online banking, mobile banking, digital wealth applications, websites, CRM, IVR, ATM, CDM and specifically focuses on enhancing the customer experience on the Genesys IVR platform. Responsibilities include collaborating with stakeholders to elicit, analyze, and document business, functional, and non-functional requirements, designing customer journeys for IVR automation, conducting interviews, workshops, and observational studies, and analyzing data such as call center agent activities to identify trends, patterns, and automation opportunities. The position includes developing and maintaining data models, performing data mapping, and contributing to data governance. It evaluates existing business processes, identifies inefficiencies, conducts gap analyses, and recommends optimized workflows to improve efficiency, reduce costs, and enhance customer experience. The role collaborates closely with development and architecture teams to translate business needs into technical specifications, participates in solution design and prototype reviews, and works with stakeholders across Legal, Compliance, OpsRisk, ITRisk, and other functions to validate requirements. Additional responsibilities include supporting business case development, producing clear documentation such as BRDs, use cases, functional specifications, and test plans, collaborating with QA teams on test scenario definition, supporting UAT, validating results, ensuring solution quality, monitoring industry trends in IVR and chatbot technologies, and proactively identifying opportunities for process and experience improvements.