Engineer Analyst – Contact Center Testing Automation & AI Enablement

Engineer Analyst – Contact Center Testing Automation & AI Enablement, Assurant, GCC-India

The Engineer Analyst – Contact Center Automation & AI Enablement is responsible for driving the automation of existing contact center processes and the practical adoption of AI across omnichannel contact center technologies, including voice, chat, and digital engagement channels. This role is embedded within the Business Analyst organization and serves as the technical execution partner, translating business requirements into automated, AI-enabled solutions that improve efficiency, customer experience, and agent effectiveness. A core accountability of this role is AI prompt scripting, orchestration, and optimization to ensure consistent, scalable, and compliant AI behavior across contact center use cases. The role works within one or more Agile scrum teams to partner closely to modernize workflows, reduce manual effort, and enable intelligent, data-driven contact center operations. partners with business, operations, and technology teams to deliver, test, implement, and support omnichannel Contact Center solutions.

This role is responsible for translating business needs into functional requirements, user acceptance testing, supporting production issues, and driving continuous improvement of Contact Center platforms to ensure a high quality customer and agent experience. The Engineer supports moderate to highly complex initiatives and contributes to enterprise projects and corporate technology strategies.

This position will be in Hyderabad at our India location.

Work Timings: 3:30 PM IST ~ 12:30 AM IST.

What will be my duties and responsibilities in this job?

Process Automation & Optimization

• Drive identification, analysis, and automation of existing contact center processes, focusing on high-volume, high-impact workflows.
• Translate business requirements into automated solutions using contact center platforms, APIs, and orchestration tools.
• Design end-to-end automated workflows across voice, digital, CRM, and workforce systems.
• Partner with Business Analysts to document current-state and future-state process designs, including automation opportunities.
   

AI Enablement & Prompt Engineering

• Design, develop, and maintain AI prompt scripts used by virtual agents, agent assist tools, knowledge retrieval systems, and internal automation.
• Establish prompt engineering standards, versioning, testing, and governance to ensure accuracy, compliance, and repeatability.
• Optimize AI prompts based on performance metrics, customer outcomes, and agent feedback.
• Implement AI use cases such as virtual agents, intelligent routing, agent assist, summarization, sentiment detection, and workflow recommendations.
   

Contact Center Technology Enablement

• Configure and extend contact center platforms to support automation and AI-driven capabilities.
• Collaborate with engineering teams to integrate AI services with contact center, CRM, and enterprise systems via APIs.
• Support deployment, validation, and production rollout of automation and AI solutions.
• Ensure solutions align with security, compliance, and data governance requirements.

Cross-Functional Collaboration & Delivery

• Act as a technical bridge between Business Analysts, Operations, IT, and vendors.
• Participate in solution design workshops and backlog refinement sessions.
• Provide technical guidance on feasibility, scalability, and maintainability of proposed solutions.
• Support change management and adoption of automation and AI capabilities.

Testing, Debugging, Test Management & Quality Assurance

• Determine testing requirements for moderate to highly complex Contact Center initiatives based on business requirements, acceptance criteria, and Definition of Done.
• Design and maintain test plans and test cases for voice, chat, and digital customer interactions, with strong emphasis on automation and AI‑enabled testing.
• Execute automated and manual test scenarios across the project lifecycle, including:
• IVR and call flow testing

• Skills‑based routing and queue logic
• Chat and messaging workflows
• Chatbot and virtual assistant handoff scenarios

• Identify, document, track, and communicate defects impacting customer experience, agent workflows, or system integrations.
• Retest and validate defect resolutions and enhancements in a timely manner.
• Ensure testing activities are completed accurately, on schedule, and within expected delivery timelines and budgets.

Technical Expertise & Production Support

• Provide production support for Contact Center platforms and integrated systems, including voice, chat, and digital channels.
• Troubleshoot low to moderate complexity issues related to routing, call flows, chat queues, agent tools, and system integrations with limited direction.
• Analyze incidents impacting Contact Center performance and partner with engineering teams on root cause analysis and remediation.
• Document work requests, system behavior, and functional impacts to support knowledge sharing and audit needs.
• Identify and implement low to moderate risk rule, configuration, or workflow changes to improve system stability and functionality

What are the requirements needed for this position?

• Bachelor’s degree in Engineering, Computer Science, Information Systems, or equivalent practical experience.
• 5+ years of experience working with contact center technologies including Voice, Chat and other digital communication platforms, and process automation.
• Demonstrated experience automating processes using workflow, scripting, or orchestration tools.
• Hands-on experience implementing AI-enabled solutions within customer service or contact center environments.
• Strong experience with AI prompt engineering, prompt optimization, and managing prompt libraries.
• Experience working on Agile Scrum teams with strong knowledge of Agile methodologies
• Working knowledge of APIs (REST/JSON) and system integrations.
• Experience collaborating with Business Analysts and translating business requirements into technical solutions.
• Strong analytical skills with the ability to identify automation opportunities and quantify business impact.
• Excellent communication and documentation skills, with the ability to explain technical concepts to non-technical stakeholders.
• Experience with contact center platforms, CRM systems, and analytics tools is strongly preferred.
• Familiarity with governance, compliance, and ethical AI considerations is a plus.