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CX - Solution Lead

4 months ago

Noida, India EXL Full time

Role: CX- Solutions Lead

Designation - Sr AVP/AVP

Experience:16+years

Location: NCR/Bangalore

Work Mode: Hybrid

Shift Timing: 1:30 pm – 11:30pm


EXL Digital

EXL Digital leverages the core power of domain expertise as the fulcrum and infuse it with levers that include Artificial Intelligence, Machine learning, Generative AI, Dynamic Analytics, Advanced Automation, Workflows, Cloud native and Next Gen Solutions to drive digital transformation by reimagining customer journeys and enabling an agile and intelligent operations to improve revenue growth and profitability of our clients.

Qualifications

  • Overall, 16 years plus experience and Min 10 years hands-on experience in designing CX solutions on an enterprise level or large-scale deployments
  • Strong expertise in CCaaS solutions like NICE, Genesys, AWS
  • Strong Technical knowledge and experience on Node.JS, Kafka, Cloud Telephony with RT audiostreaming & CTI integrations, JAVA, Web Socket is a must.
  • At least 5 years’ experience in Digital Solution Architect role
  • 3+ experiences designing and deploying CX solutions like CCaaS, Conversational AI, Generative AI models
  • Experience communicating technical requirements and solutions to internal and external audiences
  • Have a good grasp of both backend and frontend technology and framework e.g. Next.JS, Nest.JS, GraphQL, etc
  • Certification in Google/AWS Cloud or LEX/POLLY or Watson Conversational AI is an advantage
  • Excellent communication & presentation skill is highly required
  • Ready to work in flexible time zone as per client requirement


Responsibilities

  • Responsible for solution ideation and solution design
  • Skilled in designing overall technical architecture and create Solution Design Document
  • Review business context for solutions and recommend potential options
  • Communicates the architecture to the internal and external stakeholders and collaborates and coordinates the formalization of architecture.
  • Assures solutions not only are a fit for the specific purpose but closely align with the standard guidelines of technology solution
  • Setting up framework, creating solution prototypes, recommend best practices and participate in technology selection.
  • Will be responsible for web development using microservices architecture
  • Understanding of Systems Integration & deployment models
  • Conduct an architectural system evaluation and analyze client’s technology environment
  • Create blue print of the solution, identify potential roadblock and recommend a full proof solution/architecture
  • Collaborate with project management and development teams
  • Design data flow from API calls, databases, and other technologies fit into design

Understanding of NLP techniques for text representation, semantic extraction techniques, data structures and modeling

Have done SFT or PEFT on decoder based LLM for a specific text generation tas