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Senior Manager EXL / SM / 1112270

Senior Manager EXL / SM / 1112270

exlfa - bengaluru, bangalore, india
30+ days ago
Job description

Job Description

Position Title, Responsibility Level

Sr. Manager – Cognitive CX Delivery

Function

Digital Transformation

Reports to

SAVP – Digital CX CoE

Permanent / Temporary

Permanent

Span of Control

Individual Role

Location

Noida

Basic Function

  • Strong experience in developing intent and utterances based logics and interaction flows on conversational AI
  • Strong experience in developing NLP based intent classification, routing and treatment of customer interactions
  • Exposure of Amelia, kore, Lex and or Dialogflow, Watson or similar platform
  • Development experience and integration expertise in Conversational AI, NLP / NLU modelling, and Omni channel communication platform
  • Solution architect experience with in-depth understanding of application architecture, enterprise application design, SOA, and cloud native applications
  • Understanding of UI elements, APIs, Database interfaces etc.
  • Own the technical solution and ensure all technical aspects are implemented as designed
  • Must have ability to create high and low level design, architecture documents
  • Must assess risk involved in the project and highlight and mitigate to drive outcome
  • Identify and analyze information related to existing client systems visibly show the handoffs / handshakes between the various system, departments in the organization
  • Ensure best practices is followed while coding or integrations & perform code / integration review
  • Work closely with stake holders to identify issues or bottlenecks within operations processes and come up with innovative solutions to increase efficiency and effectiveness of operations
  • Develops tasks / objects using core workflow principles that are efficient, well structured, maintainable and easy to understand
  • Revert with timelines on fixes of UAT observations
  • Provide post implementation support to all changes
  • Keep the project manager and product committee informed of task accomplishment, issues and status
  • Ensure compliance with company & IT procedure, policies, and documentation requirements (Feasibility study, BRD, Release Notes) across project phases, guidelines around coding standards and development best practices.
  • Perform Technical documentation as per the Project lifecycle
  • Share and follow best practices, development & deployment methodologies with other team members

Essential Functions

  • Good communication and presentation skills
  • Self-motivated, team player, action and results oriented.
  • Process driven and conceptual thinking
  • Change Management skills
  • Innovative thinker
  • Quick and agile learner
  • Working across cultures with sensitivity, partnering, driving with a focus on business impact

    • Primary Internal Interactions

  • Senior Business Leadership
  • Service Delivery Managers
  • Digital transformation team
  • ISG Team

    • Primary External Interactions

  • Client Teams – especially Client Business & Technology Teams.
  • External Vendors –Product & Services Vendors / Partners, Industry / Business forums

    • Organizational Relationships

    Reports To : SAVP – Digital CX CoE Supervises :   Individual Contributor

    Skills

    Technical Skills

  • Have 4-6 yrs of working experience mainly around NLP / NLU
  • Have 2-3 yrs of experience in speech to text and text to speech API / platform
  • Have experience in building Conversational AI / Intelligent Chatbots on web and or mobile platform
  • Must be very good with various programming and scripting languages like Python, Java, and Groovy
  • Must possess fairly good knowledge of SOA, and have built API using Flask, or SpingBoot frameworks
  • Must have working knowledge on one or more BPMN frameworks / platforms like Apache Camel, Comunda, Activiti etc.
  • Must be hands on with tools like Git, BitBucket, etc.
  • Must have good knowledge of DevOps and with Jenkins deployment pipeline or similar technologies
  • Good to have understanding of SDLC e.g. Agile, Scrum, etc.
  • Good to have working exposure on domain NLP models for Healthcare, Insurance, Travel, or Banking etc.
  • Have good knowledge of data structures, and must be very good at analytical and problem solving
  • Must be good team player, proactive and a go to person
  • A good communicator with internal and external stakeholders
  • Overall 8+ years in development using Python, Java etc.

    • Process Specific Skills

  • Having worked in a Digital transformation capacity using cloud specific solutions and implementation
  • Good understanding of conversational AI Trends, platforms, and technologies
  • Must be ready to work and support multiple time zone whenever there is a need

    • Soft skills (Desired)

  • Independent problem-solving,
  • Self-direction, Self-motivated, Flexible and team oriented person
  • Should be able to work independently, with minimum supervision.
  • A Strong sense of ownership, urgency, and drive.
  • Tack-sharp analytical abilities.
  • Strong interpersonal and communication skills.

    • Education Requirements

  • Graduate, preference for degree in Computer Science (MCA / BS / BE) with industry recognized certifications

    • Work Experience Requirements

  • Overall 8-10 years of experience with at-least 4 years of experience in AI / ML, Omni Channel communication platform, Conversational AI, speech to text and text to speech technologies and solutions, Google Diaglogflow, Lex or other cloud based conversational architecture, solution creation and integrations etc.
  • Master`s degree or Bachelor´s degree; combined with equivalent additional qualifications and / or experience

    • Annexure :

    Acknowledgement  (acknowledge that the information contained in this document is factual and complete)

    Candidate Supervisor / Manager Date