Job Requirements and Preferences:

Basic Qualifications:

Minimum Degree Required:
Bachelor Degree

Minimum Years of Experience:
4 year(s)

Preferred Qualifications:

Preferred Fields of Study:
Linguistics, Computer and Information Science, Engineering

Preferred Knowledge/Skills:

Demonstrates a thorough level of success with managing the identification and addressing of client needs: 

• Leading the design and development of Contact Center AI and Technology solutions that improve customer engagement and satisfaction, reduce customer service costs, and increase operational efficiency;
• Leading a team of AI consultants, data scientists, designers, and Contact Center as a Service (CCaaS) developers providing guidance, support, and mentoring the team while aligning to the company's strategic goals;
• Managing the end-to-end solution delivery lifecycle, from ideation and design to testing, deployment, and maintenance;
• Developing and implementing Contact Center AI & Conversational AI strategies that drive user engagement and adoption, as well as business growth and revenue;
• Working closely with stakeholders across the organization to align Contact Center and Conversational AI solutions with the company goals and values, and meet regulatory requirements;
• Working in Contact-Center-as-a-Service and/or Conversational AI development, with a track record of delivering successful projects; and,
• Demonstrating technical product leadership experience with providers such as AWS Lex/Connect, Kore.ai, Nuance, NICE and leading contact center transformation projects.

Demonstrates a thorough level of abilities with, and/or a proven record of success as a team leader:

• Understanding or experience with conversational AI and CCaaS platforms, such as Nuance, Azure Language, Amazon Lex/Connect, Kore.ai, Omilia, NICE, Google CCAI/Dialogflow;
• Understanding and experience with Contact Center technology ecosystem;
• Using Generative AI in Contact Center solution optimization;
• Understanding of data privacy and security regulations and industry standard practices;
• Using natural language processing (NLP), machine learning (ML), Generative AI, and other AI technologies and platforms;
• Analyzing Conversational (Chats, Emails, Messages and Calls) data, and the use of this data to build Natural Language (NLP) modeling pipelines for intent classification, training & deploying conversational AI systems, IVR, virtual assistants, chatbots etc.;
• Leveraging NLP/NLG techniques such as parts of speech tagging, lemmatization, canonicalization, Word2vec, BERT, T5, hugging face and other NLP Models;
• Collaborating with client team to understand their business problems and selecting the appropriate models for Conversational AI use cases;
• Building machine learning models and systems, interpreting output, and communicating results to internal/client teams and how those outcomes realize business value;
• Designing and storyboarding Conversational AI use-cases;
• Using voice user interface (VUI) design and development;
• Applying experience with cloud platforms, such as AWS, Google Cloud, or Microsoft Azure;
• Using bot development and orchestration frameworks, such as RASA or Lex Bot Framework;
• Using natural language understanding (NLU) and sentiment analysis;
• Understanding of Large Language Models such as Bard and/or OpenAI and NLG solutions;
• Developing AI solutions for multilingual audiences;
• Understanding or proven experience with Lex, Nuance Mix, Dialog Flow, AWS and Google Cloud, R, Power BI, Tableau, Alteryx;
• Leading and contributing to development of proof of concepts and/or pilots for clients while working in cross-functional teams;
• Managing daily operations of a global data and analytics team on client engagements, reviewing developed models, providing feedback and assist in analysis;
• Structuring, writing, communicating and facilitate client presentations; and,
• Directing associates/senior associates through coaching, providing feedback, and guiding work performance.