Senior Solution Consultant

Designation: Senior Solution Consultant

Company: Conversational AI-Powered Employee Service Desk

Location:  Remote

Experience: 4-7 years
Salary: ₹8-14 LPA

Work hours: 6:00 pm to 3:00 am

Roles & Responsibilities

1. Product Expertise & Client Consultation:

• Develop deep knowledge of the company’s product offerings to act as a subject matter expert.
• Consult with clients to understand their business processes and identify how the product can address challenges.
• Provide guidance on product features and best practices for achieving desired outcomes.
• Review and study implementation-related documents, including QnA Maker, SharePoint, and Adaptive Cards.IO.

2. Solution Design & Customization:

• Design solutions leveraging the product’s capabilities to meet specific client requirements.
• Customize and configure the product to align with client operational needs, ensuring seamless integration.
• Analyze business requirements and configure them using the in-house low-code platform (Bot Studio) within defined timelines.
• Collaborate with the onshore CSM team to understand requirements and provide solutions or workarounds.
• Conduct analysis of REST APIs for integration with various ITSM/HRMS products.
• Configure customer requirements related to ticketing systems using the in-house Service Catalog product.

3. Feedback Loop & Product Development:

• Serve as a primary liaison between the CSM team/customers and the product development team, sharing feedback and identifying areas for improvement.
• Prepare user stories while considering current system limitations, and review and accept the stories.
• Participate in product roadmap discussions, offering insights based on client experiences and market trends.
• Collaborate with internal teams to influence product development in alignment with client needs and market demands.

4. Project Management:

• Provide daily updates to the CSM team via calls or team channels and maintain accurate ticket statuses.
• Manage multiple client projects simultaneously, ensuring on-time and within-scope delivery.
• Act as the Single Point of Contact (SPOC) for assigned projects, owning complete delivery.
• Monitor project progress, identify potential risks, and implement mitigation strategies.
• Participate in client calls for working sessions to gather detailed insights into issues or requirements.
• Demonstrate flexibility to work long or odd hours for critical issues and important deliveries.

Skill Set Required

• Knowledge of Agile Process.
• Familiarity with ITSM/HRMS or any functional domain.
• Proficiency in API Analysis.
• Strong analytical and problem-solving skills.
• Excellent communication skills.
• Basic knowledge of Azure.
• Understanding of SQL queries and relational databases.
• Familiarity with Generative AI concepts and prompt engineering.

Why Join Us?

• Opportunity to work with cutting-edge technologies in a dynamic environment.
• Be part of a team driving innovation and delivering impactful solutions for global clients.
• Competitive salary and flexibility to balance work with personal commitments.