Senior Operations Analyst

Capgemini

Senior Operations Analyst optimizing Farmers' messaging and AI systems by analyzing chat and SMS trends. Focused on actionable improvements in knowledge content and routing strategies.

Posted 7/13/2026full-timePune • 🇮🇳 IndiaSeniorWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in analyzing and optimizing conversational AI ecosystems, with a strong focus on performance evaluation, reporting, and cross-functional collaboration to enhance customer engagement and service delivery.

Highest-signal resume keywords

Google CCAI / DialogflowMicrosoft ExcelSQLPower BISalesforce (Service Cloud / Chat / Knowledge)

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Conversational AI AnalysisData AnalysisPerformance EvaluationA/B TestingRouting Strategy OptimizationKPI DevelopmentContent Gap AnalysisCustomer Engagement OptimizationTrend IdentificationOperational Expertise

Soft Skills

Analytical ThinkingCollaborationCommunicationProblem SolvingContinuous Improvement Mindset

Tools & Technologies

Chat PlatformsMessaging PlatformsVirtual Agent SolutionsWorkflow SystemsTicketing Systems

Industry Keywords

Generative AIAI PerformanceCustomer ExperienceService OperationsKnowledge Management

Tech Stack

Tools & technologies

CloudSQL

About the role

Key responsibilities & impact

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:
Analyze chat, messaging, SMS, and virtual agent interactions to identify trends, pain points, and opportunities for optimization
Evaluate performance of conversational AI and Generative AI solutions, including accuracy, containment rates, escalation drivers, and answer quality
Partner with Knowledge Management to identify content gaps, inconsistencies, and opportunities to improve AI-generated responses
Assess and optimize chat routing strategies, queue configuration, and agent assignment logic to improve efficiency and customer experience
Develop reporting and dashboards to track KPIs such as containment, deflection, AHT, CSAT, and answer-to-chat ratios
Provide insights and recommendations to cross-functional stakeholders including Service Operations, CAS, Product, and Technology teams
Support continuous improvement initiatives and experimentation (A/B testing, prompt tuning, routing changes, etc.)
Contribute 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.

Requirements

What you’ll need

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

Comp & perks

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