Wipro Limited (NYSE: WIT, BSE: 507685, NSE: WIPRO) is a leading technology services and consulting company focused on building innovative solutions that address clients' most complex digital transformation needs. Leveraging our holistic portfolio of capabilities in consulting, design, engineering, and operations, we help clients realize their boldest ambitions and build future-ready, sustainable businesses. With over 230,000 employees and business partners across 65 countries, we deliver on the promise of helping our customers, colleagues, and communities thrive in an ever-changing world. For additional information, visit us at www.wipro.com.
Job Description
Role Purpose
The purpose of the role is to liaison and bridging the gap between customer and Wipro delivery team to comprehend and analyze customer requirements and articulating aptly to delivery teams thereby, ensuring right solutioning to the customer.
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Job Role & Responsibilities:
As a Sr. Analytics consultant the individual contributor will be responsible for the performance of the overall Operations Quality, speech analytics category design and leveraging AI/ML solution to identify conversational AI use cases and optimize contact center interactions across channels and improve end user experience & advocacy of enterprise Clients.
60% - QA Automation, creating syntax, fine tuning syntaxes, building categories, building score cards, category validation, etc.
20% - Analyzing trends for process improvement, documentation, Coordinate with business stakeholders to understand functional objectives and identify areas of opportunity, etc.
20% - Creating WBR / MBR slides, Training, collaborating with cross function teams & Attending Client Calls, etc.
Ability to understand the organizations business objectives and goals, analyze recorded audio and audio-based data sets for critical insights, provide ongoing speech category design, determine opportunities through analysis of current or future trends, collaborating and synthesizing analyses for the execution of scorecards.
Structures an analytical approach to finding and solving core business problems seeking to advance the current efforts or processes. Clearly articulates thoughts and ideas in oral and written presentations.
Contributes creative ideas to conduct thorough analysis to estimate risk/reward, assists other users with data analysis as needed and work cross-functionally with various groups internally and externally.
Own the end-to-end process, from recognizing the problem to implementing the solution.
Skills and Qualifications:
10+ years of relevant analytics experience. Graduates in any stream. - Analytical or quantitative field preferred.
Skills with Verint, CallMiner, Nexidia, NICE, Uniphore, Calabrio or other speech analytics package preferred.
Skills on extrapolating data, developing queries, ensuring standardization of external files, leading projects that relate directly to the speech analytic platform, and make recommendations based on understanding of speech analytics, file structures, IT tools, and statistics to assess opportunities effectively.
Ability to multi-task, responds well to pressure and deadlines, and work well individually and in a team environment, experience with text mining, parsing, and classification using state-of-the-art techniques.
Experience with information retrieval, Natural Language Processing, Natural Language Understanding and Neural Language Modeling (BERT, LSTM, Transformers, LLM etc.).
Hands on Python data science ecosystem: Pandas, NumPy, SciPy, Scikit-learn, NLTK, Genism, etc.
Ability to evaluate quality of ML models and to define the right performance metrics for models in accordance with the requirements of the core platform.
Good experience with deep understanding in both traditional and modern data architecture and processing concepts, including relational databases (e.g., SQL Server, MySQL, Oracle), Data warehousing, big data (Hadoop, Spark, Storm), NoSQL, data ingestion (Batch and real time processing) and creating data pipeline etc.
Hands on BI tools such as Tableau, Power BI, PPT for client demo and presentations
Competencies
Client Centricity
Passion for Results
Collaborative Working
Problem Solving & Decision Making
Effective communication
Reinvent your world. We are building a modern Wipro. We are an end-to-end digital transformation partner with the boldest ambitions. To realize them, we need people inspired by reinvention. Of yourself, your career, and your skills. We want to see the constant evolution of our business and our industry. It has always been in our DNA - as the world around us changes, so do we. Join a business powered by purpose and a place that empowers you to design your own reinvention. Come to Wipro. Realize your ambitions. Applications from people with disabilities are explicitly welcome.
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