Job details

Country

USA

State / Region / Province

Georgia

Work Location

Alpharetta, GA

Domain

Consulting

Interest Group

Infosys Limited

Skills

Domain|Network|Contact Center Unified Communication

Company

ITL USA

Requisition ID

125902BR

Job description

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.
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 ProcessConversational AI -Quality ManagementAgent PerformanceWorkforce ManagementDigital DeflectionCustomer Journey & Intent PredictionSpeech AnalyticsCognitive Services – Voice & ChatbotSurvey Tools & Knowledge ManagementStrong 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.

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.


About Us
Infosys is a global leader in next-generation digital services and consulting. We enable clients in more than 50 countries to navigate their digital transformation. With over four decades of experience in managing the systems and workings of global enterprises, we expertly steer our clients through their digital journey. We do it by enabling the enterprise with an AI-powered core that helps prioritize the execution of change. We also empower the business with agile digital at scale to deliver unprecedented levels of performance and customer delight. Our always-on learning agenda drives their continuous improvement through building and transferring digital skills, expertise, and ideas from our innovation ecosystem.

Infosys provides equal employment opportunities to applicants and employees without regard to race; color; sex; gender identity; sexual orientation; religious practices and observances; national origin; pregnancy, childbirth, or related medical conditions; status as a protected veteran or spouse/family member of a protected veteran; or disability.