The Senior Product Delivery Specialist will play a pivotal role in designing, building, testing, and launching conversational AI, conversational analytics, and automation solution packs using Uniphore’s multimodal AI and data platform.

This role sits within our Product team that’s responsible for industry solutions. We’re looking for candidates with prior experience implementing other conversational AI, conversational analytics, and automation solutions focusing on intelligent virtual agents, real-time agent assist/employee co-pilot, and conversational analytics across various touchpoints. This role demands a seasoned professional with experience implementing such solutions in large-scale environments, particularly in sectors like banking, insurance, telecommunications, travel, retail, and healthcare.

Key Responsibilities

• Solution Design & Implementation:
• Engage with product managers to comprehend their requirements, challenges, and strategic objectives.
• Interview, research, analyse, and derive business, functional, and non-functional requirements.
• Design, develop, and implement conversational AI solutions, including intelligent virtual agents and real-time agent assist systems.
• Implement conversational analytics solutions to analyze and optimize customer and employee interactions across voice and digital channels.
• Industry-Specific Solutions:
• Leverage experience in sectors like banking, insurance, or telecommunications to design industry-specific conversational solutions.
• Ensure compliance with industry regulations and standards in solution designs.
• Client Engagement & Support:
• Conduct workshops and training sessions for clients and client-facing teams, ensuring effective adoption and utilization of industry solution packs.
• Provide support and optimization services during the implementation of industry solution packs.
• Project Management:
• Lead projects from initiation through to completion, ensuring adherence to timelines, budgets, and quality standards.
• Coordinate with internal teams and external vendors to facilitate smooth project execution.
• Innovation & Continuous Learning:
• Stay abreast of emerging technologies and trends in conversational AI and analytics.
• Innovate and enhance service offerings to meet evolving market demands.
• Documentation & Compliance:
• Ensure thorough documentation of solution architectures, configurations, and practices.
• Ensure solutions comply with data protection and privacy regulations.

Qualifications

• Education: Bachelor’s or Master’s degree in Computer Science, Information Technology, or related field.
• Experience:
• 3-5 years of experience in implementing intelligent virtual agents over voice and digital channels; conversational analytics and real-time agent assist solutions within contact centers of large enterprises.
• Experience working with large organizations in banking, insurance, telecommunications, travel, retail, or healthcare sectors.

Skills

• Strong understanding of conversational AI, analytics, and automation principles.
• Familiarity with contact center business processes, data flows, user personas and related domains.
• Excellent client engagement, communication, and presentation skills.
• Robust problem-solving and analytical capabilities.

Technical Proficiency

• Proficiency in conversational AI platforms like Google Dialogflow, IBM Watson, etc.
• Experience with conversational analytics tools and platforms.
• Knowledge of cloud platforms like AWS, Google Cloud, Azure, etc.
• Familiarity with APIs, webhooks, and integration middleware.
• Proficiency in programming languages such as Python, Java, or Node.js.
• Experience with data analytics tools and languages like SQL, R, or Python.
• Understanding of NLP, machine learning, and AI concepts.