Pune, Bogota, India
2 days ago
SDE II Conversational AI Developer
Overview Full Potential Solutions (FPS) is a performance-based analytically driven omnichannel solutions organization with operations in Kansas City, MO, Chennai, India, Bogota, Colombia, and Manila, Philippines that puts culture and employees first. We are a rapidly growing global company, employing the best people, processes and proprietary technology to deliver groundbreaking solutions for our clients and fulfilling careers for our employees. We are a global product and services company headquartered in the US. We help contact centers around the world better engage with their customers by combining our deep domain expertise with cutting-edge technology. Our AI enabled, cloud-scalable analytics products enhance the end-to-end customer journey via omnichannel engagement (voice, email, SMS, chat and conversational AI) and optimize agent performance. We invest in our people and put culture first because we believe that happy, fulfilled teams deliver breakthrough results. FPS offers a competitive suite of benefits for our employees, including a lucrative compensation program, medical, dental and vision benefits, and the opportunity for high potential career growth with a fast-growing company. Our Core Values: Integrity - Do what’s right for everyone: clients, shareholders, partners & colleagues, TEAM is more important than self, and create an atmosphere of mutual respect Excellence - Deliver exceptional client results, Reward and recognize performance, and Relentless pursuit of improvement Accountability - Act like an owner, take pride in our work, Measure results (your own and our clients), Be passionate Grace - Respect and appreciate differences, Care for one another, Humility, Make work personal Our Mission: To create conditions within which people can thrive! Our team has successfully built and scaled analytics-focused products and services at companies such as Salesforce, Demandware, IBM, IBEX, and T-Mobile. We have strong backgrounds in Computer Science, Math and Engineering from top universities . We strongly believe that empowered people are the key to building a great company, and our development process focuses 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 Some exciting initiatives we are working on are: Design, develop and deploy amazing omni-channel customer experiences on top of Amazon Connect, including developing proprietary tools and services to extend the Connect platform Developing a comprehensive Data, Analytics and Reporting platform to integrate, measure and analyze millions of daily customer interactions/metrics across all our clients Designing and development amazing user experiences across data visualization and analytics in the customer engagement / contact center industry Developing standardized AI/ML models to optimize customer engagement and agent performance using various Python frameworks and AWS services (Transcribe, Comprehend, Sagemaker, etc.) 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. Key Responsibilities: Develop and implement conversational AI solutions, including chatbots, virtual assistants, and voice interfaces. Collaborate with cross-functional teams to define project requirements, scope, and technical specifications. Design and optimize natural language understanding (NLU) and natural language processing (NLP) models to improve conversational accuracy and efficiency. Integrate AI solutions with various platforms, including web, mobile, and voice applications. Continuously monitor and analyze conversational AI performance to identify areas for improvement and implement enhancements. Stay up-to-date with the latest advancements in AI and machine learning technologies and apply them to your work. Troubleshoot and resolve technical issues related to conversational AI systems. Qualifications Strong experience in developing ChatBots, handling complex conversational flows and knowledge on training NLP Strong experience in NodeJs or python programming like API integrations, Handling complex logic and Impact Analysis Strong understanding of code optimization, standard development practices for bot, unit test cases and code review Good understanding of voice bot, voice platform integrations, bot training and impact of training Understanding of multi language bot building, deployment, integrating multiple channels with pros and cons of implementation Should have experience in agent handover scenarios with CRM modules available in markets eg. Salesforce and RingCentral Should have at least one conversational AI platform certification((Cognigy, Yellow.AI , Kore.AI, Lex, Luis, Google Dialog flow, IBM Watson) Proficiency in analyzing complex technical issues, collaborating with teams and stakeholders, and exhibit a commitment to continuous learning by staying updated with the latest features, technologies, and industry trends Experience in Agile software development methodologies, including working in Agile teams for iterative development with proficiency in utilizing project management tools such as JIRA for issue tracking, and team collaboration Willing to work in a shift from 2 pm to 11 pm (IST)
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