Business & Technology Delivery Associate

**Vacancy Name**
- Business & Technology Delivery Associate

**Vacancy No**
- VN1000

**Employment Type**
- Full Time

**Location Country**
- India

**About OnProcess**
- We're on a bit of a mission at OnProcess, part of Accenture. We are helping the world's service supply chains get a whole lot better. Why? Because we believe that great customer service is a necessity, digital innovation is a game-changer and a new approach towards the "circular" supply chain will drive dramatic sustainability benefits to the world - and we are making all this happen.
OnProcess, part of Accenture are market leaders in the provision of innovative, engaging and value driven parts supply chain solutions across a diverse range of sectors. Solutions provided by OnProcess span Service Parts Planning, Delivery and Recovery services and comprise multiple technical and non-technical components.

**Job Overview**
- The Business & Technology Delivery Associate is responsible for the day-to-day oversight, management, troubleshooting and the identification of tuning/optimization opportunities of Intelligent Virtual Assistants and Automatic Bots that are working within our processes in order to deliver frictionless experiences and drive higher automation levels and efficiencies to our customers.

**Responsibilities and Duties**
- Responsibilities:

- Data Analysis and monitoring of the Automation performance Dashboards and respective Control Rooms depending on the technology.
- Bot´s troubleshooting based on service or automation flows malfunction or any other specific need from the operation.
- Monitor and establish in partnership and alignment with the operational process Subject Matter Experts (SME) the Expected Business Outcome (EBO) Dashboard including the Key Performance Indicators (KPI) that are going to be manage and control on a daily / weekly basis.
- Ensure a robust continuous feedback and communication between other Bot Tuners, QA, Bot developers, Conversational Designers and the respective operational Subject Matter Experts.

These are the specific responsibilities based on the technology deployed:

- Interactive Voice Response (IVR)/ Intelligent Virtual Assistant (IVA)
- Review and flag calls for QA - Escalated Calls - Caller or Immediate.
- Primary Support Contact and L1 Voice Troubleshooting for Escalated - Bot disposition, following up a define BCP process.
- Analyze Neutral EBO Data and start Continuous Improvement Efforts in order to decrease the amount of neutral business outcomes.
- Analyze continuous improvement opportunities related the Voice Flows the IVAs use in order to improve CSAT and overall user experience.
- Robotic Process Automation (RPA)
- Real-time analysis and ownership of the Bot´s Control Room; acting actively whenever we have troubleshooting needs and providing the expected solutions based on the SLA agreed with the operation.
- Continuously review and understand Bot´s performance data in order to understand improvement opportunities that can help us to increase the efficiency of the automation having a Continuous Improvement approach and mindset.
- Primary Support Contact and L1 Bot Troubleshooting - Understand root cause of the issue and fixing the flow based on stablished SLA responses, following up a define BCP process.
- Manage a coding and objects library in order to analyze possibilities to leverage desktop automation opportunities with a personal productivity approach.
Qualifications:

- Salesforce Einstein or Google Dialogflow Bot Building
- Microsoft Power Automate and general Microsoft 365 Apps
- Conversational Voice AI for customer service
- Python programming and/or code development
- Experience tuning or building RPA Bots powered by Microsoft Power Automate or other systems like UiPath, Automation Anywhere, BluePrism or any other software.
- Experience tuning or building with chatbots powered by conversational AI platforms such as Replicant, Salesforce Einstein, Google Dialogflow, Five9 Studio 7.
- A background in data and speech analytics.
- Familiar with AI technologies such as NLU, NLP, ML and DL
- Strong experience in understanding Customer Journey Mapping including process mapping using Lucid Chart.
- Experience working in cross-functional, international teams that are multi-lingual and culturally diverse.
- Exceptional communication skills with the ability to interface with multiple groups, including internal resources and external professional service providers.

Preferred education:

- Bachelor’s Degree or equivalent in a related Customer Experience field.
- Six Sigma (Green Belt at minimum) certification is highly desirable.

**Education Requirement**
- Bachelor's Degree