Job Type: Full Time 
Role: Digital ChatBot Developer

• Oversee 100% of the requests, incidents and problems. Manages and coordinates urgent and complicated support issues. Act as escalation point for all requests and incidents. Develop and mature phone/ticket escalation processes to ensure free flowing escalation and information within the organization. Determine root cause of issues and communicate appropriately to internal and external customers.
• Train, coach and mentor Service Desk Specialists (Level 1 / 2) including career development. Oversee staff activities. Builds/obtains (from other departments) training material for support staff. As needed, schedule employees working times and provide backup support. Interact with internal and external customers
• Provide data and reporting of KPI’s and trends to Management and others in ad-hoc, weekly, monthly and as needed. Will drive Ticket Deep Dive and develop strategies for improvement. Work to make Service Desk the single source of truth and service delivery channel for IT. Monitor and manage phone queue (participating in escalated calls as needed)
• Oversee Solutions repository and ensure top quality solutions are available to the staff. Develops Service and Business Level Agreements to set expectations and measure performance. Develops an effective and workable framework for managing and improving customer IT support in the organization. Advise management on situations that may require additional client support or escalation
• Manage process for communicating outage/emergency activities to the organization. Manage vendor relationships as it depends on daily operational needs. PO review and approval/budgeting responsibility. Review survey feedback to improve services, tools and support experience. Keep confidential all applicant, client, and verification and company proprietary information

Job Description:

• Collaborate with cross-functional teams to design and build chatbots
• Experience in building AI powered chatbot applications using the likes of Rasa, Google DialogFlow cognitive services or NLP technologies
• Must be able to demonstrate sound knowledge of AI/chatbot ecosystem, tools and frameworks
• Hands on experience of API integrations, Single-Sign-on and token-based authentication
• Maintain and enhance chatbot platform to support multiple Bot implementations on the same
• Maintain documentation pertaining to Chatbot Conversational flows, Intents, Platform configurations and best practices
• Integrate solutions with multiple platforms
• Manage production support issues
• Experience of building solutions with latest front-end technologies (JavaScript libraries like React or Angular, CSS3, HTML5), Experience with Conversation UI / UX
• Exposure to building applications using Python
• Desirable Mysql Database, Knowledge of cloud platform
• Experience in PHP will be a Plus.
• Customer-service oriented with a problem-solving attitude
• Excellent written and verbal communications skills
• Responsible, responsive, proactive, willing to help, ready to resolve issues.
• Strong analysis skills; Ability to learn new technologies; Ability to multitask and prioritize between competing activities
• Ability to leverage MS Office 365 applications (PowerPoint, Excel, Word, Project)

Location: Pune/Mumbai

Work Duration: Monday to Friday; should be flexible as per job requirement

Education: Any graduate, with digital certifications (a must)

Experience: 1 to 2 years’ experience working in chatbot development role

Key Technical Skills required:

• Rasa, HTML5, CSS3, Python, Nodejs, PHP, React, Angular
• DB – MySQL, MangoDB

Remote Work from Home Available: Yes, possible but not completely

Remuneration: Negotiable based on candidate’s level of experience.

About Company
ConneQT is a leader in business process outsourcing, offering a broad portfolio of core enterprise and industry-specific services. The Company’s approach puts process in the forefront, coupling deep process knowledge and insights with targeted analytics and pragmatic reengineering to deliver an integrated solution. Services are seamlessly delivered using the Rightshoring model aided with heavy digital interventions to meet a client’s business objectives and cost reduction strategy.

The demand for BPM continues to be driven by the economic need to deliver quality, cost efficient services and the business requirement to remain competitive and innovative. We focus on meeting the individual needs of our clients and delivering measurable service improvement and value.

Company Overview
Improving client processes and driving business impact is the prime focus of our entire organization of over 35,000 employees. ConneQT couples its deep process knowledge, insights and best practices with targeted analytics and pragmatic reengineering to deliver a comprehensive solution. Our broad portfolio consists of both enterprise and industry-specific services. In all areas, we execute simple transactional needs to providing process management capabilities, where complex decision-making and keen judgment are required. Services are seamlessly delivered from our Rightshoring model with 22 centers in across India to meet a client’s business objectives and cost reduction strategy.

ConneQT focuses on the industries of Telecom, Banking & Financial Services, Retail, Insurance, Telecom and Media. Our solutions span across the customer life cycle of Customer Acquisition, Customer Services, Transaction Processing, Collections & Accounts Receivables Management and Research & Analytics.

We develop reliable and scalable solutions for essential business processes, consecutive with industry best practices and supported by a robust technology infrastructure, proprietary tools, strong human resources and transition framework. Website: https://conneqtcorp.com/