Customer service manager

Conversation Designer

The Opportunity 

Digit88 is establishing a new product development team for its US based partner and helping multiple clients achieve their AI and automation goals by designing effective, innovative, and delightful conversational experiences. 

Job Profile: 

Digit88 is looking for an enthusiastic, self-motivated, hands-on Conversational Designer to help kickstart the offshore conversational design team for our partner. Candidates must be responsible for designing the user experience of a virtual assistant. They ensure that the virtual assistant is conversationally engaging, impactful for the end-user, and matches the voice of the brand. Experience with a fast-paced India/US product start-up or a product engineering/design company who is capable of making user-centric design, having knowledge of NLP & customer journeys is desired. Applicants must have a passion for AI, be highly motivated and organized, able to work as part of a team, and also possess the ability to work collaboratively in a dynamic environment. 

Roles and Responsibilities: 

•  Design effective, innovative, and delightful conversational experiences using user-centric design methodologies 
• Work with major enterprise brands to understand their business goals, their customer personas and intents to define an automation roadmap 
• Research and analyze intents and the associated customer journeys. Evaluate when bots are appropriate and in what form 
• Create bot design documents, including bot personas, example dialogs, conversation flow diagrams, error handling patterns 
• Define the intent portfolio for natural language understanding and how it maps in to conversation designs ● Review customer transcripts to identify gaps in the conversation design; modify design patterns to bridge those gaps 
• Write copy suitable for automated conversations in the messaging medium 
• Interpret bot performance metrics to hypothesize where design changes can be made and tested to drive specific goals 
• Review and give feedback on designs from peers, including mentoring colleagues who may or may not be designers 
• Create and evangelize conversation design best practice standards, reusable design patterns and processes ● Should be comfortable in a client-facing role, advising customers and evangelizing non-design team members on conversation design best practices, processes, and reusable patterns. 
• Demonstrate effective verbal and written communication to internal executives, C-level clients, partners, and team members

Skills Requirements:

• To be successful in this role, you should possess:
• Bachelor’s Degree with experience in design, human-computer interaction (HCI), or equivalent
• professional experience
• At least 1 year prior experience in bot strategy, conversation design, and AI optimization.
• We consider diverse backgrounds - prior UX Content Strategy, Information Architecture, or UX Writing
• experience
• Strong prioritization skills.
• Excellent mastery of verbal and written english language.
• Knowledge of Natural Language Understanding technologies and platforms such as Dialog Flow, Watson,
• LUIS, etc. and how it impacts conversation designs
• Knowledge of messaging channels such as web messaging, SMS, Whatsapp, etc. and what the advantages
• and disadvantages are of each
• Contact center and/or customer service experience a plus

Job Description – Blueprism Developer

• Design technical specifications for RPA (Blue Prism) that meets the requirements and handled all the non functional requirements of concurrency, scalability, security requirements, restart and recovery.
• Develops and configures automation processes as per the technical design document to meet the defined requirements. Works on the coding the more complicated automations or reusable components, and delegates and mentors junior developers for the less complex components.
• Develops new processes/tasks/objects using core workflow principles that are efficient, well structured, maintainable and easy to understand.
• Complies with and helps to enforce design and coding standards, policies and procedures.
• Ensures documentation is well maintained.
• Ensures quality of coded components by performing thorough unit testing.
• Works collaboratively with test teams during the Product test and UAT phases to fix assigned bugs with quality.
• Reports status, issues and risks to tech leads on a regular basis
• Improves skills in automation products by completing automation certification.
• Mentors junior developers and performs code reviews for quality control.

Qualifications

Bachelor degree in Engineering / Computer Science

Additional Information

•  5- 8 years of IT experience and having good understanding of programming concepts.  Should be from a programming background on any coding language (.Net, Java).
• Working experience in RPA for a minimum of 2 years and having project experience of a minimum 3 RPA implementations.
• Understands development methodology and lifecycle
• Should be trained on RPA tools (Blue Prism).
• Self-motivated, team player, action and results oriented.
• Well organized, good communication and reporting skills.

• Build and manage productive, professional relationships with clients

• Maximize revenue by selling services and achieve fortnightly and monthly client retention and revenue targets

• Systematic follow-up and time-bound closures

• Customer Relationship Management: Build and maintain strong relationships with existing and potential customers. Understand their needs and offer tailored solutions to meet their mobile repair requirements.

Required Candidate profile

• Application of sales techniques

• Ability to work independently

• Hunger to learn and grow

• Customer Orientation

• experience in international sales or exhibition sales or both
• Delivering independent research to identify potential sponsors
• Developing and maintaining a database of existing and potential sponsors
• Managing the entire sales cycle, from prospecting through to close
• Performing key account management
• Attending events to ensure smooth running and improve customer service through face-to-face interaction

Primary Responsibilities

• Architect and drive complex software performance improvement projects that mitigate the performance challenges of the product and establish new guidelines for future product features
• Work with the development team, and database administrators to analyze performance bottlenecks, make recommendations to address performance concerns, and co-design performance into new feature development
• Efficiently working with various profiling and monitoring tools to identify performance and concurrency bottlenecks, propose and implement optimizations to improve cloud product
• Review end-user usage patterns and customer logged performance defects and enhance performance test coverage based on gaps identified.
• Understand database internals, server and storage system design, application interactions with database queries and stored procedures and with other downstream systems
• Troubleshoot issues experienced by users and propose solutions

Basic Qualifications

• 8+ years of experience in implementing and driving software performance engineering projects and solutions. Advanced level experience with concurrency, multithreading, and distributed system architectures
• Experience analyzing performance bottlenecks with application code interfacing with databases using ORM Frameworks, cache layers, data storage, servers, networking, and database query protocols including developing stored procedures, SQL queries, and database applications
• Working knowledge of relational database internals (locking, consistency, replication, serialization, failover, recovery)
• Comfortable with Windows, SQL Server, .NET Framework/Core, GIT, Nuget, SPA, Modern UI Frameworks, ORM Framework NHibernate in terms of both tools and application development
• Passionate about finding software performance bottlenecks and optimizing code to produce a better customer experience
• Experience with APM (Application Performance Monitoring), RUM (Real User Monitoring), and other Dev tools used for Performance monitoring and analysis
• Experience with performance bottleneck analysis, system design for scaling

4-5 years of overall experience in software development.
- Experience on Hadoop (Apache/Cloudera/Hortonworks) and/or other Map Reduce Platforms
- Experience on Hive, Pig, Sqoop, Flume and/or Mahout
- Experience on NO-SQL – HBase, Cassandra, MongoDB
- Hands on experience with Spark development,  Knowledge of Storm, Kafka, Scala
- Good knowledge of Java
- Good background of Configuration Management/Ticketing systems like Maven/Ant/JIRA etc.
- Knowledge around any Data Integration and/or EDW tools is plus
- Good to have knowledge of  using Python/Perl/Shell

Please note - Hbase hive and spark are must.

IT sales /Enterprise

Ability to effectively handle Enterprise sales & Assisting the Business Team. Understand Tech Products Gather Leads and build a sales pipeline Business Development in IT Consulting, Proposal making, client handling. Requirement Analysis. Prepare BRD

Good knowledge of online bidding on portals Freelancer, Upwork. Good working knowledge of SRS and other documentation. excellent communications & writing skills, how to work on wire-frames
Female Candidates get preferrable

Experience: 1 to 3 years