Artificial Intelligence/Machine Learning Specialist - BPM

Job Title: AI/ML BPM Specialist. Job Summary : We are seeking a visionary AI/ML BPM Specialist with strong operational experience in Customer Care and expertise in AI technologies. The successful candidate will lead the design, development, and implementation of AI-driven systems to streamline and enhance our customer care operations, reducing manual intervention and improving overall customer experience. This role requires a blend of customer care operational expertise, AI/ML technical skills, and a strategic mindset to design innovative, scalable solutions. Key Responsibilities : AIStrategy & Solution Design : - Design AI-based solutions (chatbots, voice bots, AI-driven CRMs, etc.) to automate and enhance the customer care experience. - Identify and evaluate AI tools and platforms that can be integrated into our current systems. - Develop a long-term AI strategy for the customer care department, balancing automation and human interaction. Operational Efficiency & Automation : - Analyze current customer care operations to identify pain points and opportunities for AI-driven process optimization. - Workclosely with the operations team to understand customer service workflows, bottlenecks, and areas for automation. - Implement AI models for predictive analysis to anticipate customer queries, reducing call volume and response time. AI Implementation : - Lead the deployment and integration of AI solutions, ensuring they are aligned with operational goals. - Oversee the testing and iterative improvement of AI tools based on performance metrics and customer feedback. - Ensure seamless collaboration between AI systems and human agents for escalated cases. Customer Experience Management : - Ensure AI-driven solutions improve customer satisfaction by offering timely, accurate, and personalized responses. - Use natural language processing (NLP) models to improve the comprehension of customer queries across multiple channels (phone, email, chat). - Monitor the performance and effectiveness of AI systems and optimize for enhanced customer interactions. Cross-functional Collaboration : - Collaborate with IT, operations, and customer care teams to ensure the AI solutions are technically sound and operationally viable. - Liaise with AI/ML vendors, consultants, and technical teams for successful product implementation. Data Analysis & Insights : - Use data analytics to track customer query trends, solution performance, and operational efficiency improvements. - Leverage AI-driven insights to provide actionable recommendations for customer care strategies. Qualifications : Experience : - Proven experience in designing and implementing AI solutions in customer service (chatbots, virtual assistants, etc. - Experience working with machine learning models, NLP, and AI-driven customer care tools. - 1years of experience in customer care operations, preferably in a high-volume environment. Education : - Bachelor's degree in Computer Science, Information Technology, Operations, or related field. - Advanced degree or certifications in AI/ML or operational management is a plus. Technical Skills : - Strong knowledge of AI platforms and technologies (NLP, Chatbots, Machine Learning, etc. - Experience with CRM software, customer analytics tools, and ticketing systems. - Familiarity with programming languages such as Python, R, or Java, and AI frameworks like TensorFlow, PyTorch, or similar. Soft Skills : - Strong problem-solving abilities and critical thinking skills. - Excellent communication and presentation skills for cross-functional collaboration. - Leadership abilities to spearhead innovative projects and drive results. - Ability to lead cross-functional teams and manage projects in a fast-paced environment. Preferred Qualifications : - Experience in developing AI-driven solutions for customer support, fraud detection, risk management, or sales optimization in BFSI. - Knowledge of LLM/GenerativeAI, natural language processing (NLP) and chatbot development for automating customer service interactions. - Familiarity with regulatory and data privacy challenges in BFSI (e.g , ISO, PCI-DSS). (ref:hirist.tech)

Location: surat, IN

Posted Date: 4/19/2025