Solutions Consultant-AI-Powered Automation Platform

Role: Solutions Consultant -AI-Powered Automation Platform (Remote – EST Shift) Location : Remote (Flexible to work in EST hours ) Experience: 2-6 Years Budget: Max 15LPA Company: The US headquarters offers AI-powered employee support for SaaS. Its SaaS products automate the entire service desk operations, which drastically improves the speed of employee issue resolution with minimal human intervention. The product leverages Conversational AI and NLU (Natural Language Understanding) to create a seamless service desk experience. The company's product vision is to ensure that the entire employee L1 support layer is automated to give employees instant problem resolution and reduce costs for their clients. The company has won multiple awards and is recognized as the hottest SaaS vendor in multiple forums in the last few years. It is a series A funded company backed by some of the most reputed Venture Funds, looking to aggressively invest in its strengthening its product platform and investing in growth. Roles & Responsibilities: 1. Product Expertise & Client Consultation: o Gain deep knowledge of the company's product offerings to serve as a subject matter expert. o Consult with clients to understand their business processes and how the product can address their challenges. o Provide guidance on product features and best practices for using the product to achieve desired outcomes. o Study documents of products/service used for the implementation like QnA maker/Sharepoint/Adaptive Cards.IO 2. Solution Design & Customization: o Design solutions that leverage the product’s capabilities to meet specific client requirements. o Customize and configure the product to align with the client's operational needs, ensuring it integrates seamlessly. o Analyse business requirement and configure them in the product using Bot studio (inhouse low code platform to develop bot flows) within given time frame. o Work closely with onshore CSM team for understanding requirement and provide solutions/workaround. o Analysis of Rest API for various ITSM/HRMS product in market for integration. o Analysis of customer requirements related to ticketing system and configure that using Service Catalog (inhouse product). 3. Feedback Loop & Product Development: o Serve as a point of contact for CSM team/Customers and the product development team, sharing feedback and pointing out areas where the product can be improved. o Work closely with onshore CSM team for understanding requirement and provide solutions/workaround. o Prepare user stories, by considering current system limitations, review and accepting the stories. o Participate in product roadmap discussions, offering insights based on client experiences and emerging market trends. o Collaborate with internal teams to influence product development that aligns with client needs and market demands. 4. Project Management: o Providing daily updates over call/team channel to CSM and maintaining correct status of tickets. o Manage multiple client projects simultaneously, ensuring each one is delivered on time and within scope. o Acting as a SPOC for the project assigned and owning the complete delivery of it. o Monitor project progress, identify potential risks, and implement mitigation strategies to ensure project success. o Going in calls with customer for working sessions to get more insights about issues/requirement. o Ready to work long/odd hours to fix critical issues and important deliveries. o Should be flexible to work in EST hours. Skills & Competencies: Analytical & Problem-Solving • Strong analytical and problem-solving abilities to identify issues, evaluate solutions, and drive effective outcomes. • Ability to extensively analyze problems, simulate use cases, and perform API-level debugging to identify root causes. • Eye for detail to understand customer use cases and configure products accordingly. Technical Expertise • Skilled in analyzing APIs for integration. • Proficient in designing, integrating, and customizing Adaptive Cards using JSON schema, APIs, and Microsoft platforms (Teams, Bot Framework, Slack). • Knowledge of SQL queries and relationships (Postgres). • Ability to write code (Knowledge of one or more programming languages like Python, Java, C++). • Basic knowledge of Azure and Microsoft Graph APIs. • Familiarity with Generative AI concepts, Prompt Engineering, and emerging technologies. Methodologies & Tools • Understanding of Agile methodologies and iterative delivery practices (Scrum, Sprint Planning, and Iterative Delivery). • Experience with ticketing systems for project/task management and workflow tracking. • Knowledge of IT Service Management (ITSM), HRMS, or other functional domains. • Ability to explore and analyze third-party tools and applications. Collaboration & Communication • Skilled in cross-functional collaboration with Customer Success Managers (CSMs) and stakeholders via calls and Microsoft Teams. • Effective communicator with the ability to present solutions and insights clearly. Personal Attributes • Keen learner with curiosity to work on evolving technologies and leverage AI platforms for faster delivery. • Intellectual curiosity with a natural drive to ask “why” and explore alternatives. • Initiative and persistence in self-learning, with willingness to proactively investigate technologies or issues. • Interest in AI, machine learning, and future-oriented technologies.