Infosys is seeking an Industry Principal- Contact Center Leader. 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 commuting distance of Alpharetta, GA or be willing to relocate to the area. 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.
Min 18+yrs 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
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.
The job entails an extensive amount of travel. The job also 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.