Full Potential Solutions

Senior Conversational AI Engineer

Job Locations IN
ID
2021-1693
Category
Information Technology
Type
Regular Full-Time

Overview

About Us 

Full Potential Solutions (FPS) is a global product company headquartered in the US. We help enterprises around the globe better engage with their customers by combining our deep domain expertise with cutting-edge technology. Our Conversational AI enabled applications function as virtual agents, handling initial contacts and repeatable conversations to free up agents in the contact centers to focus on the most complex and intricate tasks. Our offices are spread across the US, India and Philippines. 

 

Some exciting initiatives we are working on are:

  • Designing and building multiple applications across varying industries, creating conversations and automating tasks using Conversational AI technologies and principles. 
  • Designing and development amazing user experiences across data visualization and analytics in the customer engagement / contact center industry 
  • Salesforce based solutions for omni-channel customer engagement leveraging AI to enhance contact strategy and routing, guide agents on next best action (NBA), enable dynamic scripting, capture voice of customer (VOC)
  • Developing standardized AI/ML models to optimize customer engagement and agent performance using various Python frameworks and AWS services (Transcribe, Comprehend, Sagemaker, etc.)
  • Developing a comprehensive Data, Analytics and Reporting  platform to integrate, measure and analyze millions of daily customer interactions/metrics across all our clients 
  • Building web/mobile apps to improve agent/manager performance across thousands of agents (metrics, gamification, collaboration)
  • Deploying cutting-edge, tech-enablement services using the AWS ecosystem, including microservices and serverless architecture, CI/CD pipelines, event notification services, search services, multi-tenant architecture and lots more. 

 

Our team has successfully designed, built and scaled dozens of applications across varying technologies. With decades of experience, we understand what it means to design and deploy applications that use Conversational AI best principles and practices to automate conversations and tasks from the simple to the complex. We strongly believe that empowered people are the key to building a great company, and our design and development processes focus on iteratively improving our products as well as ourselves as individuals and as a team.   

 

Our mission as a company is to create an environment where our people THRIVE.

 

Responsibilities

About You:

 

As we look to build a strong conversational AI team, we are looking for a Senior Conversational AI Engineer to add to our team. Your responsibilities will be to work as a senior architect/engineer on virtual assistants using both voice and chat interfaces that will be accessed by multiple channels including web, mobile applications, voice, and messaging platforms. You will be responsible for leading the architecture, development and deployment of conversational AI applications using various platforms and frameworks including AWS Lex (and the broader AWS ecosystem including Lambdas, Dynamo DBs, etc), Cognigy.ai and others. We’re looking for someone who can lead the technical design and architecture with best practices for conversational AI applications, as well as someone who has the ability to communicate the reasoning behind those practices to both clients and colleagues. Ability to collaborate with teammates in international locations is critical for this role.

 

You will:

  • Enjoy meeting the challenges of building a world class Conversational AI organization
  • Develop and deploy cutting-edge conversational AI applications that provide great customer experiences across chat, voice, SMS and other channels; 
  • Oversee the end to end software development lifecycle for conv AI applications
  • Be able to communicate your ideas using documentation including, but not limited to, architectural diagrams and user stories.
  • Be prepared to apply industry-standard best architecture and engineering principles for Conversational AI systems, and to discuss and participate in the development of a suite of best practices for the whole team to follow around coding guidelines, architectural design principles, QA and testing methods, continuous deployment pipelines, etc. 
  • Work closely with offshore development and QA teams in implementing conversational flows in Conversational AI platforms like AWS Connect/Lex, Cognigy and Google DialogFlow.
  • Integrate virtual assistants with other applications and web services to make it smarter and able to handle additional customer use cases 
  • Work with product owners, designers and colleagues to define and track the data needed for comprehensive metrics to allow measurement of how well applications are performing
  • Implement conversational flows in a Conv AI platform like AWS Connect/Lex (and the broader AWS ecosystem including Lambdas, DynamoDB, etc.), Cognigy.ai, or Google DialogFlow
  • Work closely with product and program management, dev and QA to implement world-class

user interfaces and experiences

  • Participate actively and constructively in agile team meetings and application reviews
  • Work directly with and learn from the business, product and engineering leaders across the organization
  • Exhibit our core values: integrity, excellence, accountability and grace

 

Qualifications

Your experience and skills:

  • 8+ Years Industry experience in developing and deploying enterprise, global, cloud scalable solutions
  • 4+ Years relevant experience as a senior/lead engineer to build and deploy multiple chatbot/Virtual Assistant applications, preferably across both voice and chat 
  • Experience with AWS Connect/Lex, Google DialogFlow, or Cognigy.ai is a big plus but specific platform is less important than experience and expertise in developing, deploying and scaling Conversational AI applications across many thousands of users in production 
  • Experience building Full-Stack Web/Mobile applications with a strong experience in JavaScript is a big plus 
  • Strong foundation in software engineering best practices which enable building world class products, including architecture design principles, coding standards, testing and continuous integration/deployment, etc.
  • Knowledge integrating web services and applications using REST APIs & JSON
  • Experience being a lead engineer on a team with other engineers and designers; 
  • Past experience in working with fast paced multinational and multi cultural teams is a big plus
  • Knowledge of Natural Language Processing, Machine Learning algorithms, models, and principles is preferable.
  • Experience working with Agile Methodologies
  • Strong service ownership mindset

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