Conversation Experience Manager

Key Responsibilities

• Lead training and enablement for IVA Studio, ensuring users understand and adopt the tool effectively for their immediate business needs and future goals.
• Collaborate with Sales and Product teams talign learning initiatives with departmental goals and customer needs.
• Build strategic partnerships with internal teams tco-create innovative learning solutions.
• Troubleshoot challenges with customers, partners and internal teams and provide guidance toptimize their IVA solutions and encourage self-sufficiency.
• Document processes, learning materials, and strategies with clarity and precision for all different levels.
• Experiment with latest product releases and emerging technologies tcontinuously improve personal expertise and future learning experiences.
• Develop and deploy solutions leveraging Large Language Models (LLMs) such as GPT, Claude, or open-source alternatives for enterprise use cases.
• Design and implement Retrieval-Augmented Generation (RAG) pipelines tenhance LLM performance with domain-specific knowledge.
• Apply Model Customization Prompting (MCP) techniques including fine-tuning, prompt engineering, and instruction tuning toptimize model outputs.
• Build and orchestrate Agentic AI systems, enabling autonomous agents tplan, reason, and act in complex environments.
• Design and manage Agent-to-Agent (A2A) communication protocols for collaborative multi-agent systems.
• Collaborate with cross-functional teams tintegrate AI capabilities intproducts and services, ensuring scalability and reliability.
• Stay current with advancements in generative AI, agent frameworks (e g, LangChain, AutoGen, CrewAI), and foundation model APIs.
• Evaluate and benchmark LLM performance using metrics such as factuality, coherence, latency, and cost-efficiency.
• Ensure ethical and responsible AI practices, including bias mitigation, explainability, and data privacy.

Required Skills Capabilities

• Conversational AI Implementation

  : Proven success in deploying and supporting real-world IVA solutions.

• AI Fluency

  : Strong understanding of AI technologies with a proactive approach texperimentation and integration intIVA/IVR.

• Programming Familiarity

  : Comfortable with coding and scripting (especially JavaScript, Python, MQL) tsupport problem solving, optimization, and technical understanding in IVA Studio.

• Technical Translation

  : Skilled at translating complex technical language intclear, practical guidance for diverse audiences.

• Instructional Design Enablement:

  Ability tcreate engaging, effective learning experiences tailored tuser needs and business goals.

• Documentation:

  Ability tcreate clear, comprehensive, and scalable documentation.

• Cross-Functional Collaboration

  : Deep understanding of the goals, workflows and communication styles of Sales, Product, and Delivery.

• User Enablement Expertise

  : Experienced in consulting, troubleshooting, and guiding users through change with a focus on building confidence and independence.
• Strong understanding of transformer architectures and LLM internals.
• Experience with vector databases (e g, FAISS, Pinecone, Weaviate) for RAG implementations.
• Familiarity with agent frameworks and orchestration tools.
• Proficiency in Python and ML libraries (e g, Hugging Face, LangChain, OpenAI SDK).
• Prior experience in deploying AI solutions in production environments.

Recommended Soft Skills Qualities

• Empowerment-Focused Training

  : Committed thelping people work independently, not just doing work for them.

• Patience Support

  : Approaches learning and troubleshooting with understanding and calm persistence.

• Fearless Experimentation

  : Willing ttry new approaches and technologies, embracing failure as part of growth.

• Optimistic Problem-Solving

  : Tackles challenges with a why notattitude, followed by thoughtful research tfind the best solution.

• Curiosity Innovation

  : Constantly seeks better ways tteach, communicate, and connect IVA capabilities treal-world needs.