Conversational AI Solutions Delivery Manager

7 days ago

Bengaluru, Karnataka, India Quantiphi Full time
Job Summary:

We are seeking a highly skilled Conversational AI Solutions Delivery Manager to join our team at Quantiphi. As a key member of our delivery team, you will be responsible for managing the delivery and execution of projects in a B2B environment for Conversational AI with a focus on CCaaS migration, implementations or enhancements.

About the Role:

The successful candidate will oversee the comprehensive design of IVR/Chat CCaaS solutions tailored to the unique needs of our clients, leveraging industry-leading technologies and platforms. You will lead fact-finding discovery sessions with client stakeholders to ensure alignment of requirements and guide the client on technology evaluation, technical thought leadership, and direction for Conversational AI projects.

You will work closely with the product & Business team to align on business priorities and plan for long-term and short-term architecture goals. Additionally, you will showcase thought leadership on technology roadmaps, agile development methodologies, and best practices. This role requires strong communication, articulation, abstraction, analytical, and presentation skills, as well as the ability to work with minimal supervision in a dynamic and time-sensitive work environment.

Key Responsibilities:

  • Oversee the complete SDLC of our product(s) by managing solutioning, engineering, testing, release, and maintenance
  • Lead engagements with multiple work-streams; prepare project plans and manage deliverables
  • Guide and help team members to debug and solve technical problems
  • Review and perform code walkthrough and quality reviews
  • Work with the team to identify and qualify business opportunities


Requirements:

To be considered for this role, you should have:

  • Proficiency in some common core systems used in contact centers (i.e., CRM, WFM, especially from a contact center integration standpoint)
  • Hands-on experience with some common CCaaS platforms (e.g., Five9, Genesys, Avaya)
  • Understanding of Queue and Workflow Optimization
  • Implemented IVR systems and call routing strategies
  • Design and manage efficient call queues, prioritization rules, skill-based routing, and overflow strategies
  • Automate workflows through Automated Call Distribution (ACD)
  • Routing Concepts: Should have thorough understanding of (e.g., Percent allocation groups, queue priority, automatic redirection, first-in-first-out queue routing, auto-answer)
  • Performance Reporting: Experience with projects that include core KPIs with a demonstrated understanding of the data that drives them (e.g., AHT, AWT, ACW, ASA, agent utilization, occupancy, etc)
  • Experience with and familiarity of high-level network concepts with call routing and contact center configuration (SIP, trunking, etc)
  • Platform Administration and Security
  • Excellent communication, articulation, abstraction, analytical, and presentation skills
  • Ability to work with minimal supervision in a dynamic and time-sensitive work environment
  • Team management experience is must
  • Excellent aptitude in business analysis and awareness of quantitative analysis techniques


Nice to Have Skills:

Apart from the above-mentioned requirements, it would be great if you have experience with AI Bot platforms, such as DialogFlow/API.AI, Cloud ML, Microsoft Bot Framework, and Azure Cognitive Services, Amazon Lex, IBM Watson, Wit.ai, Salesforce Einstein, Rasa, etc. (as a Project Manager/Analyst/Consultant).

Estimated Salary Range:

The estimated salary range for this position is $120,000 - $180,000 per year, depending on your level of experience and qualifications.

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