Conversation Experience Manager

Job Description Job Description At Verint, we believe customer engagement is the core of every global brand. Our mission is to help organizations elevate Customer Experience (CX) and increase workforce productivity by delivering CX Automation. We hire innovators with passion, creativity, and drive to answer constantly shifting market challenges and deliver impactful results for our customers. Our commitment to attracting and retaining a talented, diverse, and engaged team creates a collaborative environment that openly celebrates all cultures and affords personal and professional growth opportunities. Learn more at www.verint.com . Role Summary In this role, you will leverage advanced technical and linguistic skills to become an expert in our AI Orchestration platform: IVA Studio. You will build upon a deep expertise in Conversational AI and Generative AI to help users and teams understand how to best use IVA Studio tools in their business, empowering them to succeed independently and collaboratively. Your work will span departments, enabling you to translate complex technical concepts into practical solutions that support customer and internal needs alike. Key Responsibilities - Lead training and enablement for IVA Studio, ensuring users understand and adopt the tool effectively for their immediate business needs and future goals. - Collaborate with Sales and Product teams to align learning initiatives with departmental goals and customer needs. - Build strategic partnerships with internal teams to co-create innovative learning solutions. - Troubleshoot challenges with customers, partners and internal teams and provide guidance to optimize their IVA solutions and encourage self-sufficiency. - Document processes, learning materials, and strategies with clarity and precision for all different levels. - Experiment with latest product releases and emerging technologies to continuously improve personal expertise and future learning experiences. - Develop and deploy solutions leveraging Large Language Models (LLMs) such as GPT, Claude, or open-source alternatives for enterprise use cases. - Design and implement Retrieval-Augmented Generation (RAG) pipelines to enhance LLM performance with domain-specific knowledge. - Apply Model Customization & Prompting (MCP) techniques including fine-tuning, prompt engineering, and instruction tuning to optimize model outputs. - Build and orchestrate Agentic AI systems, enabling autonomous agents to plan, reason, and act in complex environments. - Design and manage Agent-to-Agent (A2A) communication protocols for collaborative multi-agent systems. - Collaborate with cross-functional teams to integrate AI capabilities into products and services, ensuring scalability and reliability. - Stay current with advancements in generative AI, agent frameworks (e.g., LangChain, AutoGen, CrewAI), and foundation model APIs. - Evaluate and benchmark LLM performance using metrics such as factuality, coherence, latency, and cost-efficiency. - Ensure ethical and responsible AI practices, including bias mitigation, explainability, and data privacy. Qualifications Required Skills & Capabilities - Conversational AI Implementation: Proven success in deploying and supporting real-world IVA solutions. - AI Fluency: Strong understanding of AI technologies with a proactive approach to experimentation and integration into IVA/IVR. - Programming Familiarity: Comfortable with coding and scripting (especially JavaScript, Python, MQL) to support problem solving, optimization, and technical understanding in IVA Studio. - Technical Translation: Skilled at translating complex technical language into clear, practical guidance for diverse audiences. - Instructional Design & Enablement: Ability to create engaging, effective learning experiences tailored to user needs and business goals. - Documentation: Ability to create clear, comprehensive, and scalable documentation. - Cross-Functional Collaboration: Deep understanding of the goals, workflows and communication styles of Sales, Product, and Delivery. - User Enablement Expertise: Experienced in consulting, troubleshooting, and guiding users through change with a focus on building confidence and independence. - Strong understanding of transformer architectures and LLM internals. - Experience with vector databases (e.g., FAISS, Pinecone, Weaviate) for RAG implementations. - Familiarity with agent frameworks and orchestration tools. - Proficiency in Python and ML libraries (e.g., Hugging Face, LangChain, OpenAI SDK). - Prior experience in deploying AI solutions in production environments. Recommended Soft Skills & Qualities - Empowerment-Focused Training: Committed to helping people work independently, not just doing work for them. - Patience & Support: Approaches learning and troubleshooting with understanding and calm persistence. - Fearless Experimentation: Willing to try new approaches and technologies, embracing failure as part of growth. - Optimistic Problem-Solving: Tackles challenges with a why not attitude, followed by thoughtful research to find the best solution. - Curiosity & Innovation: Constantly seeks better ways to teach, communicate, and connect IVA capabilities to real-world needs. About Us At Verint, we believe customer engagement is the core of every global brand. Our mission is to help organizations discover opportunities previously only scarcely imagined by connecting work, data, and experiences enterprise wide. We hire innovators with the passion, creativity, and drive to answer constantly shifting market challenges and deliver impactful results for our customers. Our commitment to attracting and retaining a talented, diverse, and engaged team creates a collaborative environment that openly celebrates all cultures and affords personal and professional growth opportunities. Learn more at www.verint.com.