GN - SONG - Service - CX - Gen AI - Senior Manager

Job Title - GN - SONG - Service - CX - Gen AI - Senior Manager

Management Level: 6-Senior Manager

Location: Mumbai, MDC2B

Must-have skills: Salesforce Development

Good to have skills: Ability to leverage design thinking, business process optimization, and stakeholder management skills.

Job Summary:

This role involves driving strategic initiatives, managing business transformations, and leveraging industry expertise to create value-driven solutions.

Roles & Responsibilities:

Provide strategic advisory services, conduct market research, and develop data-driven recommendations to enhance business performance.

You will work closely with our clients as consulting professionals who design, build and implement initiatives that can help enhance business performance. As part of these, you are expected to -

• Define, enhance, and execute Gen AI (GAI) strategy and impact roadmap along with complementary innovation efforts & partnerships
• Create a virtuous cycle by monitoring the latest industry and technology trends from the global GAI ecosystem and keep enhancing the strategy & execution
• Set and execute in accordance with this strategy the innovation and partnerships roadmaps covering client requirements and gaps
• Evaluate and select appropriate AI tools and machine learning models for tasks, as well as building and training working versions of those models using Python and other open-source technologies
• Work across client teams to develop and architect Generative AI solutions using NLU, ML, and GenAI
• Accelerate the delivery of GAI use cases in collaboration with the other AI teams to deliver the highest business impact use cases.
• Enable our GAI solutions to be built and deployed in a responsible and sustainable manner.

The profile requires both technical and functional experience on Customer Service Domain

• Extensive customer experience and operational excellence
• Having executed similar projects is mandatory 

Bring your best skills forward to excel at the role:

• Apply best of breed digital practices- Deep-dive with solid knowledge of industry tools and understanding of designing intuitive and responsive user experiences.
• Innovate with Creativity: Demonstrate an ability to work in a fast-paced environment with the ability to abstract detail into larger patterns.
• Lead pre-sales activities including response to RFPs, creating proofs of concept, creating effective presentations, demonstrating solutions during client orals, effort and cost estimation process, etc.
• Lead practice-specific initiatives including creating points of view, creating reusable assets on contact center space, performing analysis on industry research and market trends and bringing in innovative solutions, etc.
• Lead and perform exploratory data analysis to discover interesting trends and relationships

Professional & Technical Skills:

- Relevant experience in the required domain. 

- Strong analytical, problem-solving, and communication skills. 

- Ability to work in a fast-paced, dynamic environment.

Additional Information:

- Opportunity to work on innovative projects. 

- Career growth and leadership exposure.

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