Job Description

:Position Title, Responsibility LevelSr. Manager - Cognitive CX DeliveryFunctionDigital TransformationReports toSAVP - Digital CX CoEPermanent/ TemporaryPermanentSpan of ControlIndividual RoleLocationNoidaBasic 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

EXL Service