Assistant Manager - Developer Virtual Agent
- Genpact India
- 3 to 6 Yrs
- Noida, Gurugram
- 4 years ago
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Job Description
*With a startup spirit and 90,000+ curious and courageous minds, we have the expertise to go deep with the world s biggest brands and we have fun doing it. Now, we re calling all you rule-breakers and risk-takers who see the world differently and are bold enough to reinvent it.
Transformation happens here. Come, be a part of our exciting journey
Are you the one we are looking for
Inviting applications for the role of Assistant Manager- Developer Virtual Agent
Join our dynamic team of developers as we enhance our Virtual Agent capabilities. Part of your role will be to define and implement conversational flows to solve complex user issues with ease
Responsibilities
Define and implement conversational flows to solve complex user issues with ease
Become an expert at developing chatbot conversations with rich content and tailored experience across various channels
Define best practices for building conversational tools and educate the rest of the team about them
Define and implement metrics to continuously measure the quality and experience of bot conversations
Implement automated unit tests and integration tests for conversational flows
Discover new ideas to constantly improve ServiceNow conversation engine, dialog generation, and development efficiency
Become an expert in ServiceNow product infrastructure
Advocate for and teach best practices for AI based ITSM automation
Work closely with internal stakeholders to ensure scheduled targets are met during product implementation, and escalated technical support issues
You will be the technical escalation in solving customer issues, and coordinating and prioritizing timely resolutions with our engineering team
You will be our customer advocate in influencing product roadmap and improvements
Qualifications we seek in you
Minimum Qualifications
Working understanding of the Virtual Agent Designer, Configuration
Designing conversation flows
Understanding of the NLU model builder, configuration
Basics of NLU (Intents, Entities)
Designing NLU model by adding representative sample utterances
Adding customer specific Nomenclature to the NLU models
Understanding of testing and deployment of NLU models
Expertise with ServiceNow scripting
You possess a hybrid skill set of a UI/UX engineer combined with a deep appreciation of the power and limits of AI/ML
You have experience with natural language understanding technology and conversational UIs
Build PA dashboards and reports as needed to demonstrate success
Analytical Skills
Understand Customer data by using NLU tooling and identify top issues that need to be automated
Understand Model precision characteristics by using NLU tooling
Understand conversations/Nomenclature that are applicable across customers
Communication Skills
Native Language speaker - English
Work with Engineering to productize findings that are applicable across customers
Customer Journey
Strong understanding of ServiceNow customer software development/deployment cycle (preprod, test, production)
Preferred Qualifications
Relevant work experience in a customer facing technical role
You possess a proven track record of driving successful technical administration and deployments with medium to large-sized enterprise companies with various key stakeholders
You are confident in your programming proficiency in Java, or JavaScript
A passion for discovering customer use cases, identifying gaps and resolving issues in the product
Genpact is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, religion or belief, sex, age, national origin, citizenship status, marital status, military/veteran status, genetic information, sexual orientation, gender identity, physical or mental disability or any other characteristic protected by applicable laws. Genpact is committed to creating a dynamic work environment that values diversity and inclusion, respect and integrity, customer focus, and innovation. For more information, visit www.genpact.com. Follow us on Twitter, Facebook, LinkedIn, and YouTube.
Employement Category:
Employement Type: Full timeIndustry: IT - SoftwareRole Category: IT Operations / EDP / MISFunctional Area: Not ApplicableRole/Responsibilies: Assistant Manager - Developer Virtual AgentContact Details:
Company: Genpact IndiaLocation(s): Noida, Gurugram
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Genpact (NYSE: G) is a global professional services firm focused on delivering digital transformation for our clients, putting digital and data to work to create competitive advantage. We do this by integrating lean principles, design thinking, analytics and digital technologies with our domain and ...
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