EY Hiring: Contact Centre Business Analyst

EY Hiring: Contact Centre Business Analyst (Senior) – Kolkata | Full-Time Job 2026

Looking for a high-growth consulting role in a global organization? Here’s an excellent opportunity to join EY (Ernst & Young) as a Contact Centre Business Analyst (Senior Level) in Kolkata.

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📌 Job Overview

• Role: Contact Centre Business Analyst (BA)
• Level: Senior
• Company: EY (Ernst & Young)
• Location: Kolkata, West Bengal
• Job Type: Full-Time
• Work Mode: On-site

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💼 About the Role

EY is hiring experienced professionals for a Contact Centre Business Analyst role focused on transformation and modernization of contact center operations in the insurance domain. You will work with global teams, advanced technologies, and AI-driven systems to deliver business impact.

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🎯 Key Responsibilities

• Capture business requirements for contact center migrations (Amazon Connect, Genesys, NICE, Five9)
• Understand KPIs, SLAs, and compliance requirements in insurance processes
• Work on IVR/IVA, telephony systems, WFM, reporting analytics, and agent assist AI
• Gather IVR requirements from business and technical stakeholders
• Write IVR scripts aligned with CX and compliance
• Design call flows and conversation journeys
• Support IVR migration projects (e.g., Avaya to Genesys)
• Document user stories, acceptance criteria, and integration requirements
• Assist in test planning and execution with stakeholders

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🛠️ Technical Skills Required

• Experience with tools like Mural, Miro, PowerPoint, Visio
• Strong understanding of journey mapping, process flows, and personas
• Knowledge of conversational AI tools (Lex, Dialogflow, Kore.ai)
• Understanding of CTI integrations and telephony systems

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✅ Eligibility Criteria

• Experience in Contact Centre Transformation projects
• Strong background in Insurance domain (preferred)
• Experience in business consulting and stakeholder management
• Knowledge of enterprise business processes and customer journey design
• Strong analytical and communication skills

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🌟 Why Join EY?

• Work with a global consulting leader
• Exposure to AI, automation, and advanced technologies
• Opportunities across 150+ countries
• Career growth in consulting and digital transformation

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🔗 Apply Now

👉 https://forms.gle/uMEQA7ZthutVWUVg6

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📚 Career Growth Insight

In consulting and business analyst roles, success depends on communication, problem-solving, and stakeholder management. Professionals who master these skills often move faster into leadership roles.

If you want to strengthen your corporate skills and mindset, you may explore learning resources focused on communication and workplace growth:

• How to Speak with Confidence as a Corporate Employee
• Winning Corporate Mind
• Delusional Life of Corporate Employee
• The Human Blueprint

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🔥 Final Thoughts

This is a premium opportunity to work with a global consulting leader like EY and build expertise in contact centre transformation and AI-driven operations. Apply early and take your career to the next level.

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