Job Description

Designation

Consultant - Services

No. of Positions

1

Experience

4.5-8 Years

Skill (Primary)

CFS-Platform Engineering-Cloud Services

Qualification

B Tech

(Posting).

The role will be responsible for integrating techniques and services to enable natural language interaction between customers and virtual agents instead of IVR
Min 5+ years of experience in Chatbot development in Conversational AI design and development using CCAI Dialogflow/Rasa/Lex platform.
Minimum 3 projects completed and deployed on GCP DialogFlow
Google DialogFlow for Conversation assistant, Google Integrated Speech Services Speech to Text / Text-to-speech services
Genesys Intelligent Automation (GIA) Orchestration engine
Design & configure the Dialog Component in Google DialogFlow. Manage conversational flow by providing unique answer responses to each question intents related to the use cases
Technology & iteratively improve the user experience. Ability to identify and return appropriate answers to questions pertaining to each use case by structured learning mechanism
Cleaning and labelling of intents and entities and further training of Machine Learning Models in GDF to identify the concerned Intent and Entity utterances
Create highly interactive and unique Chatbots depending upon business requirements
Responsible for developing voice bots and chat bots using Google Dialog Flow
To create consumer and agents-facing Intelligent Virtual Agents that are channel-customized across Chat, Messaging, SMS, etc.
Train Virtual Agent, create intents, Customer Journeys, etc
Virtual Agent to Live Agent configuration for both telephony & chat channels
Agent Assist configuration for the implemented Customer Journeys
Configuration of Agent Assist with the Knowledgebase for the implemented Customer Journeys
Partner with the LOB SMEs to understand and assess use cases - including the context, the topics, and the types of questions they expect users to ask the Virtual Assistant and implement the "intents that define the conversation interaction - along with the associated "dialog flow", "utterances "entities business rules and so forth
Assisting in projects of adding new abilities (AI/ Self-service functions) and improve the chatbot UX/ AI- from characterization to implementation
Proven experience with building and shipping Conversational AI products
Analyze use cases and conversations to identify new topics and unanswered questions to automate via Chatbot solutions
Develop mockups, flows and all other creative proto-typing related items.
Edit and proofread existing content to simplify its language
Map users unanswered questions with existing appropriate answers in the knowledgebase
Update the knowledgebase with the new/revised questions based on the content performance check
Lead and participates in daily site, cross-site, and product team standups
Can establish and follow continuous integration, continuous delivery, and continuous deployment pipelines and practices
Works well with 3rd party vendors, external consultants, and other team members
Experience in developing software in different programming languages, and demonstrated ability to quickly learn new languages, including but not limited to JavaScript, Node.js, Java, Python
Experience with web service APIs (REST, SOAP ZP etc.) is a plus
(1.) To provide support for on call escalations and doing root cause analysis of given issue (2.) To independently resolve tickets within agreed SLA of ticket volume and time (3.) To adhere to quality standards, regulatory requirements and company policies (4.) Work on value adding activities such Knowledge base update and management, Training freshers, coaching analysts (5.) To ensure positive customer experience and CSAT through First Call Resolution and minimum rejected resolutions or Reopen Cases