FBS Senior Operations Analyst

Capgemini; Pune District; On-site; INR 900,000 - 1,400,000; Full time

Benefits offered by this job

Competitive salary

Comprehensive benefits package

Career development

Remote/office flexibility

Inclusive culture

Private Health Insurance

Pension Plan

Paid Time Off

Training & Development

Job summary

Capgemini is seeking a Senior Operations Analyst to optimize Farmers’ messaging and conversational AI ecosystem. The role focuses on trends in chat, SMS, and messaging platforms, translating insights into improvements in knowledge content, routing strategies, and AI performance.

You will analyze interactions, evaluate AI solutions, and work with cross-functional teams to enhance containment, deflection, and customer experience, while supporting governance for Generative AI.

Qualifications

• Experience in analyzing chat, messaging and AI-driven interaction data.
• Ability to translate insights into improvements for knowledge content and routing.
• Familiarity with conversational AI performance metrics and governance.

Responsibilities

• Analyze chat, SMS, and messaging interactions to identify trends and optimization opportunities.
• Evaluate conversational AI and Generative AI performance, including containment and accuracy.
• Partner with Knowledge Management to improve AI-generated responses and content gaps.
• Optimize chat routing, queue configuration, and agent assignment for efficiency.
• Develop dashboards to track KPIs like containment, deflection, AHT, and CSAT.

Tools

Google CCAI / Dialogflow

Microsoft Excel

SQL

Power BI

Salesforce (Service Cloud / Chat / Knowledge)

Customer Engagement / Chat Platforms

Prompt Engineering / LLM Tools

Workflow / Ticketing Systems

Job description

Team Function

The Knowledge Management & Messaging team supports enterprise-wide service delivery by optimizing knowledge content, conversational experiences, and messaging channels across Farmers. The team is responsible for: maintaining and continuously improving knowledge content used by employees, agents (Exclusive & Independent), vendors, and customers; driving performance and optimization of digital messaging channels including chat, SMS, and asynchronous messaging; managing chat routing strategies, queue design, and agent experience across platforms (e.g., CCAI and legacy environments); advancing conversational AI and Generative AI capabilities, including LLM-powered search and response generation; leveraging data insights to improve containment, deflection, handle time, and overall customer and agent experience. This team operates at the intersection of operations, technology, and AI-driven experience design, ensuring scalable, high-quality support across all service channels.

Role Description

The Senior Operations Analyst will play a critical role in analyzing, optimizing, and scaling Farmers’ messaging and conversational AI ecosystem. This role will focus on identifying trends across chat, SMS, and messaging platforms and translating insights into actionable improvements across knowledge content, routing strategies, and AI performance. Key responsibilities include: analyzing chat, messaging, SMS, and virtual agent interactions to identify trends, pain points, and opportunities for optimization; evaluating performance of conversational AI and Generative AI solutions, including accuracy, containment rates, escalation drivers, and answer quality; partnering with Knowledge Management to identify content gaps, inconsistencies, and opportunities to improve AI-generated responses; assessing and optimizing chat routing strategies, queue configuration, and agent assignment logic to improve efficiency and customer experience; developing reporting and dashboards to track KPIs such as containment, deflection, AHT, CSAT, and answer-to-chat ratios; providing insights and recommendations to cross‑functional stakeholders including Service Operations, CAS, Product, and Technology teams; supporting continuous improvement initiatives and experimentation (A/B testing, prompt tuning, routing changes, etc.); and contributing to governance and auditing processes for Generative AI and conversational experiences. This role requires a strong blend of analytical thinking, operational expertise, and emerging AI fluency to drive measurable improvements in service delivery.

Experience

4 to 6 years

Shift Time

01:00 PM to 10:00 PM IST

Must Have Skills

• Google CCAI / Dialogflow
• Microsoft Excel
• SQL
• Power BI
• Salesforce (Service Cloud / Chat / Knowledge)
• Customer Engagement / Chat Platforms (e.g., LivePerson, Genesys, Salesforce Chat)
• Prompt Engineering / LLM Interaction Tools
• Workflow / Ticketing Systems

Benefits

1. Competitive salary and performance-based bonuses
2. Comprehensive benefits package
3. Career development and training opportunities
4. Flexible work arrangements (remote and/or office-based)
5. Dynamic and inclusive work culture within a globally renowned group
6. Private Health Insurance
7. Pension Plan
8. Paid Time Off
9. Training & Development

Note: Benefits differ based on employee level.