App Automation Eng Senior Analyst

App Automation Eng Senior Analyst

Skill required: Tech for Operations - Microsoft Robotic Process Automation
Designation: App Automation Eng Senior Analyst
Qualifications:Any Graduation
Years of Experience:3 to 5 years
About Accenture
Accenture is a global professional services company with leading capabilities in digital, cloud and security.Combining unmatched experience and specialized skills across more than 40 industries, we offer Strategy and Consulting, Technology and Operations services, and Accenture Song— all powered by the world’s largest network of Advanced Technology and Intelligent Operations centers. Our 784,000 people deliver on the promise of technology and human ingenuity every day, serving clients in more than 120 countries. We embrace the power of change to create value and shared success for our clients, people, shareholders, partners and communities.Visit us at www.accenture.com
What would you do? In our Service Supply Chain offering, we leverage a combination of proprietary technology and client systems to develop, execute, and deliver Baas (business process as a service) or Managed Service solutions across the service lifecycle: Plan, Deliver, and Recover. In this role, you will partner with business development and act as a Business Subject Matter Expert (SME) to help build resilient solutions that will enhance our clients’ supply chains and customer experience. As an experienced Application Automation Engineering Sr. Analyst, your primary responsibilities include designing, developing, testing, and implementing Intelligent Virtual Assistants (VA) and Robotic Process Automation (RPA) initiatives that use natural language processing (NLP) and artificial inteligence (AI) technologies to provide seamless, personalized customer service experiences, as well as overall efficiencies driven by automating process activities and tasks. You work effectively with cross-functional teams to gather requirements, design conversations, and develop robust process automation applications that drive engagement and satisfaction for our customers. You are highly adaptable, detail-oriented, and collaborative, with strong problem-solving and time management skills. You proactively learn new technologies and provide informed recommendations by evaluating business, technical, and risk considerations.
What are we looking for? - Bachelor s degree in computer science, engineering, or a related field. - Minimum of 3 years of experience in IVA and/or RPA development using NLP and Al technologies - Proficiency in programming languages such as Python, Java, or C#. - Knowledge of IVA and RPA development platforms such as Google Dialogflow, Microsoft 365 Apps (MS Power Automate, MS Power Apps, MS Power Bl, etc). - Analytics and reporting capabilities to help you track performance and optimize your workflows. - Experience in Contact Center Industry/Managing Operations: this will give the person edge to comprehend/predict best practices of design approach in laying down the conversation flow through IVA. - Familiarity with cloud computing platforms such as AWS or Azure. - Strong problem-solving skills and attention to detail - Excellent communication and collaboration skills. - Ability to work independently and in a team environment. - Experience with tuning and optimizing process automation initiatives using screen- scraping, machine learning and deep learning techniques. - Experience in Interactive Voice Response (IVR) enabled programming and RPA Platforms (UiPath, MS Power Automate) - Familiarity with IVA/RPA deployment and integration with third-party systems. - Knowledge of agile software development methodologies. - Understanding of Large Language Models (LLMs); LLM architecture, training methods, and their applications. Knowledge related to fine-tuning LLMs for specific tasks.
Roles and Responsibilities: Intelligent Virtual Agents (IVA) - Design, develop, and maintain IVA applications using NLP and Al technologies. - Collaborate with cross-functional teams to gather requirements and design conversations that drive engagement and satisfaction for customers - Translate Operational/Business use case into customer-oriented conversational flow, which will be implemented using IVA technology. - Test and debug IVA applications to ensure optimal performance and functionality. - Monitor and analyze IVA performance metrics to identify areas for improvement. - Develop and maintain IVA documentation and training material for end-users and internal teams. - Stay up-to-date with industry trends and best practices in Al, NLP, and IVA development. - Provide technical support and troubleshooting for IVA-related issues. Robotic Process Automation (RPA): - Understand ITIL concepts like Incident Management, Problem Management, Change Management and Knowledge Management. - Infrastructure administrator, setting all Runtime servers in AWS / Azure to run whatever robots need (VM, Network, local apps, others), monitor server performance; manage servers releases, growing infrastructure ownership, credentials management, remote desktops and local configurations. - Create and maintain architectural and solution design (SDD) documentation. - Support change requirements as part of a structured IT change control process. - Identify new technical integration solutions and accurately analyze and estimate new architectures and quickly assess feasibility. - Support and administer the day-to-day running of MS Power Automate processes in the live (production) environment Monitoring, scheduling and running MS Power Automate, ensuring the stability of General IT environment. - Assist in the resolution of infrastructure (Servers, Networking and Design) / local APP (VPNs, mailboxes) issues affecting the RPA platform. Provide timely responses and solutions as required. Communicate failures with IT architecture/software related issues, suggesting resolutions or improvements. Serve as MS Power Automate Support contact when needed. - Support to create and follow up Help Desk and Incident tickets with IT and escalate them when the SLA is out and affects the Operational environment. - MS Power Automate Automation Cloud, Orchestrator and Licensing Management. - Work within project planning constraints, communicating any identified project risks and issues to the delivery/project manager in each squad accordingly and providing inputs to the change control process.