Infosys is seeking a Contact Center Lead This position will interface with key stakeholders and apply your technical proficiency across different stages of the Software Development Life Cycle including Requirements Elicitation, Application Architecture definition and Design; play an important role in creating the high level design artifacts; deliver high quality code deliverables for a module, lead validation for all types of testing and support activities related to implementation, transition and warranty; be part of a learning culture, where teamwork and collaboration are encouraged, excellence is rewarded, and diversity is respected and valued.
Required Qualifications:
Candidate must be located within United States Of America. This position may require travel to project locations.
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Bachelor's degree or foreign equivalent required from an accredited institution. Will also consider three years of progressive experience in the specialty in lieu of every year of education.
At least 4 years of Information Technology experience
Strong experience in field of GEN AI, MLops, Deep Learning, NLP, predictive models
Collaborate with cross-functional teams including development, product management, and operations to understand product requirements and design comprehensive test plans.
Design, develop, and execute Gen AI based use cases to ensure the quality and reliability of applications built on the Google CCAI Cloud platform on below areas.
Omni channel solution & Automation Process
Conversational AI -
Quality Management
Agent Performance
Workforce Management
Digital Deflection
Customer Journey & Intent Prediction
Speech Analytics
Cognitive Services - Voice & Chatbot
Survey Tools & Knowledge Management
Strong experience with Genesys CX Cloud platform, Google CCAI-P, AppFoundry & 3rd party integration, including setup, configuration, and troubleshooting.
Solid understanding of software development methodologies, QA processes, and defect lifecycle.
Identify, document, and track deliverables, working closely with stakeholders to resolve any issues in a timely manner.
Participate in design and architecture discussions to provide input on GEN AI use cases and performance.
Collaborate with the customer support team to reproduce and validate reported issues, ensuring prompt resolution.
Contribute to the creation and maintenance of cost effective GEN AI solutions to clients.
Stay up-to-date with industry best practices and emerging trends in software quality assurance and Genesys CX Cloud technology..
Preferred Qualifications:
Proficiency in AI, ML, NLP, Gen AI, LLMs, Statistical & Mathematical models, Econometrics, Model monitoring, Predictive models using Python
Excellent problem-solving skills and attention to detail.
Strong communication skills, both written and verbal.
Ability to work effectively in a collaborative team environment.
Experience with Agile/Scrum development methodologies.
Estimated annual compensation range for this role will be as follows:
In CA / WA / NY / CO: $73000 to $102200
In Washington, DC: $66100 to $100200
Along with competitive pay, as a full-time Infosys employee you are also eligible for the following benefits :-
Medical/Dental/Vision/Life Insurance
Long-term/Short-term Disability
Health and Dependent Care Reimbursement Accounts
Insurance (Accident, Critical Illness , Hospital Indemnity, Legal)
401(k) plan and contributions dependent on salary level
Paid holidays plus Paid Time Off
The job entails sitting as well as working at a computer for extended periods of time. Should be able to communicate by telephone, email or face to face. Travel may be required as per the job requirements.