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    Manager EXL/M/1013977 - Bengaluru, India - exl

    exl
    exl Bengaluru, India

    6 days ago

    EXL background
    Description
    Job Description

    Position Title, Responsibility LevelManager – Cognitive CX Delivery

    Function

    Digital TransformationReports toSAVP – 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 AIStrong experience in developing NLP based intent classification, routing and treatment of customer interactionsExposure of Lex and or Dialogflow, Watson or similar platformDevelopment experience and integration expertise in Conversational AI, NLP/NLU modelling, and Omni channel communication platformSolution architect experience with in-depth understanding of application architecture, enterprise application design, SOA, and cloud native applicationsUnderstanding of UI elements, APIs, Database interfaces etc.

    Own the technical solution and ensure all technical aspects are implemented as designedMust have ability to create high and low level design, architecture documentsMust assess risk involved in the project and highlight and mitigate to drive outcomeIdentify and analyze information related to existing client systems visibly show the handoffs/handshakes between the various system, departments in the organizationEnsure best practices is followed while coding or integrations & perform code/ integration reviewWork closely with stake holders to identify issues or bottlenecks within operations processes and come up with innovative solutions to increase efficiency and effectiveness of operationsDevelops tasks / objects using core workflow principles that are efficient, well structured, maintainable and easy to understandRevert with timelines on fixes of UAT observationsProvide post implementation support to all changesKeep the project manager and product committee informed of task accomplishment, issues and statusEnsure 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 lifecycleShare and follow best practices, development & deployment methodologies with other team members

    Essential Functions

    Good communication and presentation skillsSelf-motivated, team player, action and results oriented.
    Process driven and conceptual thinkingChange Management skillsInnovative thinkerQuick and agile learnerWorking across cultures with sensitivity, partnering, driving with a focus on business impact

    Primary Internal Interactions

    Senior Business LeadershipService Delivery ManagersDigital transformation teamISG Team

    Primary External Interactions

    Client Teams – especially Client Business & Technology Teams.

    External Vendors –Product & Services Vendors/Partners, Industry/Business forumsOrganizational RelationshipsReports To :

    SAVP – Digital CX CoE


    Supervises :
    Individual Contributor

    Skills

    Technical Skills


    Have 4-6 yrs of working experience mainly around NLP/NLUHave 2-3 yrs of experience in speech to text and text to speech API/platformHave experience in building Conversational AI/Intelligent Chatbots on web and or mobile platformMust be very good with various programming and scripting languages like Python, Java, and GroovyMust possess fairly good knowledge of SOA, and have built API using Flask, or SpingBoot frameworksMust 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 technologiesGood 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 solvingMust be good team player, proactive and a go to personA good communicator with internal and external stakeholdersOverall 8+ years in development using Python, Java etc.

    Process Specific SkillsHaving worked in a Digital transformation capacity using cloud specific solutions and implementationGood understanding of conversational AI Trends, platforms, and technologiesMust be ready to work and support multiple time zone whenever there is a needSoft skills (Desired)Independent problem-solving,Self-direction, Self-motivated, Flexible and team oriented personShould 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 experienceAnnexure:
    Acknowledgement

    (acknowledge that the information contained in this document is factual and complete)___________________________________ ___________________________________________ ____________________________Candidate Supervisor/Manager Date
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