AI reshapes non-tech GCC jobs as routine roles see sharp declines: Report

Procurement roles saw the sharpest decline at 41.7% in 2025, while analytics, customer support, and finance and risk roles also recorded steep falls

Artificial intelligence (AI) and automation are dragging the demand for routine jobs across India’s global capability centres (GCCs). Roles involving transactional finance, procurement, customer support and generic analytics have declined as companies shift towards specialised, technology-enabled work, according to a report by Quess Corp.

 

The report titled ‘GCC 2.0: The Rise of Digital Business Functions’ found that all eight major non-tech job families are seeing demand shift away from routine roles towards more specialised positions.

 

The report identified a 41.7 per cent decline in demand for procurement roles such as senior analyst, purchase-to-pay specialist, buyer, and procurement coordinator in 2025 compared with 2024. This was the sharpest fall among eight non-tech job families. Analytics roles fell 37.9 per cent, customer support roles were down 34.5 per cent and finance and risk roles declined 32.8 per cent.

 

 

Quess attributed the changes to factors including automation, centralisation and the redesign of work around transformation and digital tools. Transactional procurement activities, for instance, are increasingly being automated and centralised into strategic sourcing models, while customer-support activities are shifting towards automation, self-service and digitally enabled service operations.

 

“Transactional procurement and purchase-to-pay roles recorded the sharpest decline as automation and centralised sourcing expanded. Analytics roles declined significantly as GCCs shifted toward domain-led intelligence, AI-enabled analytics and business decision support. Routine finance and control positions continued to decline as organisations prioritised business finance, governance and strategic risk capabilities,” the report stated.

 

Demand for content reviewer roles fell 22.1 per cent, while account manager and sales manager roles also saw a 17.9 per cent decline in 2025, compared to 2024.

The shift is taking place even as overall non-tech GCC hiring expands sharply. Demand reached 339,200 roles in 2025, a 49.2 per cent increase over 2024. In the second quarter of 2026, demand was 13.8 per cent higher than a year earlier, although it fell 15.2 per cent sequentially from the first quarter.

 

At the same time, digital skills are becoming embedded in traditionally non-tech roles. Nearly two in five business operations postings and one in two analytics postings now require digital platforms, analytics or AI tools, the report said.

 

It said the shift towards higher-value work was expected to continue through 2026-28.

 

Business operations & transformation was expected to expand around global process ownership, programme management, operating-model transformation, automation and service governance. In customer support, growth was expected to move towards customer experience, service analytics, conversational AI and complex case management, the report showed.

 

It also identified emerging roles around AI adoption, such as AI change management, responsible AI advisor, and AI governance analyst. While routine work was expected to remain under pressure, new demand was likely to emerge for workers able to deploy and manage AI tools and oversee their use in business processes.

 

Bengaluru remained the largest hub for non-tech GCC demand, accounting for nearly 29 per cent of total demand in 2025, the report noted. However, demand grew faster in Mumbai, Pune and Hyderabad, rising 127 per cent, 70 per cent and 35 per cent, respectively. Tier-I cities still accounted for about 77 per cent of non-tech demand, while Tier-II and emerging locations accounted for the remaining 23 per cent, with growing demand for finance, operations and enterprise support roles.