Contact Center Lead

Job Description

Infosys is seeking a Contact Center Lead 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 United States Of America. 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.

At least 4 years 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 Process

Conversational AI -

Quality Management

Agent Performance

Workforce Management

Digital Deflection

Customer Journey & Intent Prediction

Speech Analytics

Cognitive Services ? Voice & Chatbot

Survey Tools & Knowledge Management

Strong 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.

Estimated annual compensation range for this role will be as follows:

In CA / WA / NY / CO: $73000 to $102200

In Washington, DC: $66100 to $100200

Along with competitive pay, as a full-time Infosys employee you are also eligible for the following benefits :-

Medical/Dental/Vision/Life Insurance

Long-term/Short-term Disability

Health and Dependent Care Reimbursement Accounts

Insurance (Accident, Critical Illness , Hospital Indemnity, Legal)

401(k) plan and contributions dependent on salary level

Paid holidays plus Paid Time Off

The job 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. Travel may be required as per the job requirements.

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

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