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Manager - Developer – Virtual Agent 

With a startup spirit and 90,000+ curious and courageous minds, we have the expertise to go deep with the world’s biggest brands—and we have fun doing it. Now, we’re calling all you rule-breakers and risk-takers who see the world differently and are bold enough to reinvent it.  

Transformation happens here. Come, be a part of our exciting journey! 

Are you the one we are looking for? 

Inviting applications for the role of Manager- Developer – Virtual Agent 

Join our dynamic team of developers as we enhance our Virtual Agent capabilities. Part of your role will be to define and implement conversational flows to solve complex user issues with ease

Responsibilities 

  • Define and implement conversational flows to solve complex user issues with ease

  • Become an expert at developing chatbot conversations with rich content and tailored experience across various channels

  • Define best practices for building conversational tools and educate the rest of the team about them

  • Define and implement metrics to continuously measure the quality and experience of bot conversations

  • Implement automated unit tests and integration tests for conversational flows

  • Discover new ideas to constantly improve ServiceNow conversation engine, dialog generation, and development efficiency

  • Become an expert in ServiceNow product infrastructure

  • Advocate for and teach best practices for AI based ITSM automation

  • Work closely with internal stakeholders to ensure scheduled targets are met during product implementation, and escalated technical support issues

  • You will be the technical escalation in solving customer issues, and coordinating and prioritizing timely resolutions with our engineering team

  • You will be our customer advocate in influencing product roadmap and improvements

Qualifications we seek in you! 

Minimum Qualifications 

Technical Skills

  • Working understanding of the Virtual Agent Designer, Configuration

  • Designing conversation flows

  • Understanding of the NLU model builder, configuration

  • Basics of NLU (Intents, Entities)

  • Designing NLU model by adding representative sample utterances

  • Adding customer specific Nomenclature to the NLU models

  • Understanding of testing and deployment of NLU models

  • Expertise with ServiceNow scripting

  • You possess a hybrid skill set of a UI/UX engineer combined with a deep appreciation of the power and limits of AI/ML

  • You have experience with natural language understanding technology and conversational UIs

  • Build PA dashboards and reports as needed to demonstrate success

Analytical Skills

  • Understand Customer data by using NLU tooling and identify top issues that need to be automated

  • Understand Model precision characteristics by using NLU tooling

  • Understand conversations/Nomenclature that are applicable across customers

Communication Skills

  • Native Language speaker - English

Customer Journey

  • Strong understanding of ServiceNow customer software development/deployment cycle (preprod, test, production)

Preferred Qualifications 

  • Relevant work experience in a customer facing technical role

  • You possess a proven track record of driving successful technical administration and deployments with medium to large-sized enterprise companies with various key stakeholders

  • You are confident in your programming proficiency in Java, or JavaScript

  • A passion for discovering customer use cases, identifying gaps and resolving issues in the product

Genpact is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, religion or belief, sex, age, national origin, citizenship status, marital status, military/veteran status, genetic information, sexual orientation, gender identity, physical or mental disability or any other characteristic protected by applicable laws. Genpact is committed to creating a dynamic work environment that values diversity and inclusion, respect and integrity, customer focus, and innovation. For more information, visit www.genpact.com. Follow us on Twitter, Facebook, LinkedIn, and YouTube. 

Job: Manager

Job ID: COR020332

Primary Location: India - Gurugram

Education Level: Bachelor's / Graduation / Equivalent

Job Posting: May 9, 2022

Master Skills List: Domain

Job Category: Full Time