Technical Lead - L1

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AI ML Consultant

Role Purpose

The purpose of the role is to support process delivery by ensuring daily performance of the Production Specialists, resolve technical escalations and develop technical capability within the Production Specialists.

JD

• Looking for a candidate who is experienced in custom ML development using python.
• Must be an expect an understanding of traditional ML algorithms, an understanding of Generative AI, and previous history leveraging open source models from the huggingface.co community or similar.
• I would expect them to have an understanding of the necessary hardware to facilitate running those models, and what it would look like to deliver/host those models in Cloud.
• Given some descriptions of data sets and business outcomes, I would expect that they are able to select the appropriate model for the use case and justify it.
• Among these models, there would be a particular focus on NLP, NLU, NLG, speech transcription and audio synthesis.
• Need an AI/ML engineer experienced in Data Science up through Model Delivery in Production.
• Role responsibilities would include identifying the appropriate model to solve a business use case, data analysis and pipeline design, engineering feedback loops, and hosting any trained models in an appropriate cloud environment.
• Familiarity with GenAI is highly encouraged, but this role will also be heavily focused on traditional ML training and deployment either from scratch or from popular open source models.
• Understanding the low level function of these algorithms and how best to deliver them in production is paramount.
• Outside of that, responsibilities would include working as a member of a team and as an AI innovator. As such, experience in working with junior engineers and hosting learning sessions would be very valuable in this role.

• Handle technical escalations through effective diagnosis and troubleshooting of client queries
  • Manage and resolve technical roadblocks/ escalations as per SLA and quality requirements
  • If unable to resolve the issues, timely escalate the issues to TA & SES
  • Provide product support and resolution to clients by performing a question diagnosis while guiding users through step-by-step solutions
  • Troubleshoot all client queries in a user-friendly, courteous and professional manner
  • Offer alternative solutions to clients (where appropriate) with the objective of retaining customers' and clients' business
  • Organize ideas and effectively communicate oral messages appropriate to listeners and situations
  • Follow up and make scheduled call backs to customers to record feedback and ensure compliance to contract SLA's

• Build people capability to ensure operational excellence and maintain superior customer service levels of the existing account/client
  • Mentor and guide Production Specialists on improving technical knowledge
  • Collate trainings to be conducted as triage to bridge the skill gaps identified through interviews with the Production Specialist
  • Develop and conduct trainings (Triages) within products for production specialist as per target
  • Inform client about the triages being conducted
  • Undertake product trainings to stay current with product features, changes and updates
  • Enroll in product specific and any other trainings per client requirements/recommendations
  • Identify and document most common problems and recommend appropriate resolutions to the team
  • Update job knowledge by participating in self learning opportunities and maintaining personal networks

Deliver
NoPerformance ParameterMeasure1ProcessNo. of cases resolved per day, compliance to process and quality standards, meeting process level SLAs, Pulse score, Customer feedback, NSAT/ ESAT2Team ManagementProductivity, efficiency, absenteeism3Capability developmentTriages completed, Technical Test performance

Expected annual pay for this role ranges from $60,000 to $1,35,000 . Based on the position, the role is also eligible for Wipro's standard benefits including a full range of medical and dental benefits options, disability insurance, paid time off (inclusive of sick leave), other paid and unpaid leave options.

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