Solutions Consultant-AI-Powered Automation Platform (Remote – EST Shift)

Role:

Location

Experience:

Budget:

Company:

Roles & Responsibilities:

. Product Expertise & Client Consultation:

o Gain deep knowledge of the company's product offerings to serve as a subject matter expert.

o Consult with clients to understand their business processes and how the product can address their challenges.

o Provide guidance on product features and best practices for using the product to achieve desired outcomes.

o Study documents of products/service used for the implementation like QnA

maker/Sharepoint/Adaptive Cards.IO

2. Solution Design & Customization:

o Design solutions that leverage the product’s capabilities to meet specific client requirements.

o Customize and configure the product to align with the client's operational needs,

ensuring it integrates seamlessly.

o Analyse business requirement and configure them in the product using Bot studio

(inhouse low code platform to develop bot flows) within given time frame.

o Work closely with onshore CSM team for understanding requirement and provide

solutions/workaround.

o Analysis of Rest API for various ITSM/HRMS product in market for integration.

o Analysis of customer requirements related to ticketing system and configure that

using Service Catalog (inhouse product).

3. Feedback Loop & Product Development:

o Serve as a point of contact for CSM team/Customers and the product development team, sharing feedback and pointing out areas where the product can be improved.

o Work closely with onshore CSM team for understanding requirement and provide

solutions/workaround.

o Prepare user stories, by considering current system limitations, review and accepting

the stories.

o Participate in product roadmap discussions, offering insights based on client

experiences and emerging market trends.

o Collaborate with internal teams to influence product development that aligns with

client needs and market demands.

4. Project Management:

o Providing daily updates over call/team channel to CSM and maintaining correct

status of tickets.

o Manage multiple client projects simultaneously, ensuring each one is delivered on time and within scope.

o Acting as a SPOC for the project assigned and owning the complete delivery of it.

o Monitor project progress, identify potential risks, and implement mitigation strategies to ensure project success.

o Going in calls with customer for working sessions to get more insights about issues/requirement.

o Ready to work long/odd hours to fix critical issues and important deliveries.

o Should be flexible to work in EST hours.

Skills & Competencies:

Analytical & Problem-Solving

• Strong analytical and problem-solving abilities to identify issues, evaluate solutions,

and drive effective outcomes.

• Ability to extensively analyze problems, simulate use cases, and perform API-level

debugging to identify root causes.

• Eye for detail to understand customer use cases and configure products accordingly.

Technical Expertise

• Skilled in analyzing APIs for integration.

• Proficient in designing, integrating, and customizing Adaptive Cards using JSON schema, APIs, and Microsoft platforms (Teams, Bot Framework, Slack).

• Knowledge of SQL queries and relationships (Postgres).

• Ability to write code (Knowledge of one or more programming languages like Python, Java, C++).

• Basic knowledge of Azure and Microsoft Graph APIs.

• Familiarity with Generative AI concepts, Prompt Engineering, and emerging technologies.

Methodologies & Tools

• Understanding of Agile methodologies and iterative delivery practices (Scrum, Sprint Planning, and Iterative Delivery).

• Experience with ticketing systems for project/task management and workflow tracking.

• Knowledge of IT Service Management (ITSM), HRMS, or other functional domains.

• Ability to explore and analyze third-party tools and applications.

Collaboration & Communication

• Skilled in cross-functional collaboration with Customer Success Managers (CSMs) and stakeholders via calls and Microsoft Teams.

• Effective communicator with the ability to present solutions and insights clearly.

Personal Attributes

• Keen learner with curiosity to work on evolving technologies and leverage AI platforms for faster delivery.

• Intellectual curiosity with a natural drive to ask “why” and explore alternatives.

• Initiative and persistence in self-learning, with willingness to proactively investigate technologies or issues.

• Interest in AI, machine learning, and future-oriented technologies.