Leadership Role

6 days ago

Bengaluru Hyderabad Mumbai, India Pylon Management Consulting Full time ₹ 8,00,000 - ₹ 12,00,000 per year
  • Must Have:
  • Scaled delivery leadership in global onshore offshore setup, working with cross functional teams and talent, and delivery automation .
  • Familiarity with the CCaaS domain, contact center operations, customer experience metrics, and industry-specific challenges
  • Understanding of conversational (chats, emails and calls) data to train Conversational AI systems
  • In-depth knowledge of CCaaS platforms like NiceCX, Genesys, Cisco etc., including their architecture, functionalities, and integration capabilities
  • Familiarity with contact center metrics, such as average handle time (AHT), first call resolution (FCR), and customer satisfaction (CSAT)
  • Familiarity with sentiment analysis, topic modeling, and text classification techniques
  • Proficiency in data visualization tools like Tableau, Power BI, Quicksight and others
  • Understanding of cloud platforms (e.g., AWS, Azure, Google Cloud) and their services for scalable data storage, processing, and analytics
  • NLU Verticals Expertise: ASR generation, SSML modeling, Intent Analytics, conversational AI testing, Agent Assist, Proactive Outreach Orchestration, and Generative AI
  • Apply advanced statistical and machine learning techniques to analyze large datasets and develop predictive models and algorithms, enhancing contact center performance.
  • Nice to Have:
  • Proficiency in programming languages such as Python/Pyspark/R/SQL
  • Strong understanding of data science principles, statistical analysis, and machine learning techniques.
  • Experience in predictive modeling
  • Skilled in techniques like regression analysis, time series forecasting, clustering and NLP techniques
  • Knowledge of distributed computing frameworks like Hadoop and Spark for processing large volumes of data.
  • Understanding of NoSQL databases (e.g., MongoDB, Cassandra) for handling unstructured and semi-structured data.
  • Awareness of data security best practices, encryption techniques, and compliance regulations (e.g., GDPR, CCPA). Understanding of ethical considerations in data science and responsible AI practices.
  • Educational Background:
  • BE / B.Tech / MCA / M.Sc / M.E / M.Tech / MBA

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