Job Description

:Position Title, Responsibility LevelSr. ManagerFunctionData led CXReports toAVP/Sr. AVP \xe2\x80\x93 Digital CX CoEPermanent/ TemporaryPermanentSpan of ControlRun a Project TeamLocationNoidaPrimary Role

• As a Sr. Manager, this role demands technical solution design and implementation and leveraging software design principles, event-based/distributed architecture, and AI/ML
• A technical consultant who can design data-sensitive solutions for various domains like healthcare, insurance, banking, etc.
• Strong experience in developing distributed systems using microservice architecture in a pure or hybrid cloud environment
• Must be hands-on and must have a working knowledge of event-driven or data-driven architecture
• Can define, and design software development process, quality, and coding standards, provide blueprints of the architecture to the team, help the team to understand technical requirements, help business to understand technology flexibility and constraints
• Can work across the technology stack like Java/Springboot, Node.js, React, Python, Cloud platforms like AWS/Azure/GCP, etc.
• Understanding of UI elements, web development, APIs, and different kinds of databases, etc.
• Must have dealt with large enterprise systems, information architecture, integration touch points (API integration), etc.
• Own the technical solution and ensure all technical aspects are implemented as designed
• Must have the ability to create high and low-level design, and architecture documents
• Must assess the risk involved in the project and highlight and mitigate it to drive the outcome
• Must be a good communicator at various levels, good at doing client conversation both technical and functional, self-motivated, team player, good analytical ability and problem-solving skills, flexible with travel demands

Other Functions

• Good written and verbal communication and presentation skills
• Self-motivated, team player, action and results-oriented.
• Process-driven and conceptual thinking
• Innovative thinker and excellent problem solver
• Quick and agile learner
• Working across cultures with sensitivity, partnering, and driving with a focus on business impact
• Ability to coordinate multiple, cross-functional stakeholders
• Flexible to Travel (Domestic & International) and work according to the time zones of respective Geo-based clients and businesses

Primary Internal Interactions

• Senior Business Leadership
• Service Delivery Managers
• Digital transformation team
• InfoSec Team.
• IT Team.

Primary External Interactions

• Client Teams \xe2\x80\x93 especially Client Business & Technology Teams.
• External Vendors \xe2\x80\x93Product & Services Vendors/Partners, Industry/Business forums

Organizational RelationshipsReports To : AVP/Sr. AVP \xe2\x80\x93 Digital CX CoE Supervises : Software Engg/Sr. Software EnggSkillsTechnical Skills

• Have 8-12 yrs of experience in software development and deployment in cloud-native application
• Must have done data and AI led digital transformation work in the contact center environment
• Must have led fairly large product catering to thousands of visitors on the platform, looking after scalability, granularity, and cohesiveness of the product components
• Must be very good with various programming and scripting languages like Java, Node JS, Python, Groovy, etc.
• Must have done socket programming, data streaming, VOIP, etc.
• Must have built API using SpingBoot frameworks, Next/NEST js, or any other web framework
• Must have good knowledge on databases (RDS/NoSQL)
• Good to have exposure or working knowledge of 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 an understanding of SDLC e.g. Agile, Scrum, etc.
• Have good knowledge of data structures, and must be very good at analytical and problem-solving
• A good communicator with internal and external stakeholders

Other Key Specific Skills

• Experience in leveraging the latest technology \xe2\x80\x93 how to effectively employ data analytics, and machine learning for better predictability, enhance customer and end-user experience, and deeper insight into the business
• Very comfortable and solid experience operating in the digital world
• Experience applied using Conversational AI and Analytics
• Demonstrated ability to understand and discuss technical concepts and manage tradeoffs

Education Requirements

• Graduate, preference for degree in Computer Science (BE/B.Tech/M.Tech/MCA) with industry recognized certifications

Annexure:Acknowledgement (acknowledge that the information contained in this document is factual and complete)Candidate Supervisor/Manager Date

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