Manager-Dig Transf & Growth

Company Description

Sutherland is a process transformation company focused on helping Fortune 1000 companies rethink the way business gets done. Whether transforming your financial processes, applying analytics to customer care, or leveraging experience design to build a customer journey map, we are experts in reengineering process. We design exceptional customer experiences for the digital age.
Sutherland started 33 years ago with the objective of “Helping out clients maximize their customer lifetime value and increase their competitive advantage by helping drive productivity and efficiency while delivering measurable results”. That strategic mission has remained unchanged. Today, we are a digital transformation company and our product is exceptional experiences. Experience to our clients, their customers, their employees and our employees. We combine the front-end customer focused services with optimized back-end processes in an integrated manner along the entire journey map of the customer. This holistic view of our clients’ customers powered with our deep domain knowledge, design thinking, and advanced analytics driven business insights allows us to work exceptionally well with our clients through their digital transformation journey.
For more information, visit www.sutherlandglobal.com

Job Description

We are looking for an individual with extensive hands-on experience in development of

Robotics Process Automation (RPA), Orchestration, and scripting experience.

The developer will be involved in the full technology life cycle and responsible for

designing, coding, configuring, testing, implementing, and supporting application

software. Technology Engineers work closely with Analysts and Product Managers to

understand the business requirements that drive the analysis and physical design of

technical automation solutions. Technology Engineers may be assigned to either

development, implementation or support functions. Implementation involves creating

new technology-based solutions whereas support involves upgrades, maintenance or

issue resolution to existing technology solutions.

Job Responsibilities

Primary Responsibilities:

• This role would require developing new age automation solutions for existing servicing processes and platforms within a client servicing portfolio for Banking Healthcare and Insurance verticals.
• Design, configuration, development, documentation and testing of automation solutions to meet business or technology requirements. Evaluation of existing technology solutions to determine fit for purpose for the new business or technology requirements. Recommendation of technology alternatives.
• Analysis of end user’s needs, business and technology requirements. Translation of these requirements into technology solution capabilities and design.
• Provides support toward resolution of escalated support tickets. May perform the needed analysis to identify root cause of reported incidents, identify the short and long term remediation for the identified incidents.

Specific responsibilities include:

• Partners with business analysts to translate business needs to technology solution requirements.
• Collaborates with all stakeholders such as operations groups, enterprise architects, software development, operations, cybersecurity and infrastructure to integrate applications and hardware.
• Ensures that the design and technology solution implementation meets security and QA standards. Suggests fixes to issues by doing a thorough analysis of root cause and impact of any defect(s).
• Provides support toward resolution of escalated support tickets. Applies operation break fixes and performs other proactive maintenance activities until permanent solutions can be implemented. Supports and participates in the solution deployment process for new functionality/ subsystems/modules, upgrades, updates and fixes to the production environment.

Qualifications

Job Specific Qualifications

• B.E./B.Tech in Computer Science or a related field 4 years of professional technology solution development and engineering
• Demonstrated experience in developing automation solutions.
• Demonstrated track record of implementing technology solutions using structured methodologies such as agile (SCRUM, Kanban etc.) and waterfall.

Required Technical Competencies:

• Experience in development and maintenance of process automation bots
• Demonstrable skills in Python, Visual Basis, Advanced Javascript and other scripting languages
• Knowledge of API integrations and Webservices
• Proven experience in delivering Google CCAI, Dialogflow, Vertex.AI solutions.
• Strong background in Natural Language Processing (NLP), deep learning, Large Language Models (LLMs), Retrieval-Augmented Generation (RAG). 
• Strong technical background with a solid understanding of conversational AI technologies, machine learning, natural language processing, and software development methodologies.
• Experience with deep learning frameworks like  PyTorch or TensorFlow.
• Experience with Business Intelligence, including ML and Gen AI, a plus
• Strong knowledge and experience with enterprise architecture, cloud computing – AWS/Azure/Google Cloud Platform, data analytics – Snowflake/Tableau, and agile methodologies (Scrum); Experience with cloud platforms for deploying AI models.
• Strong understanding of neural networks, transformers, and reinforcement learning.
• Familiarity with software development best practices, version control (e.g., Git), and agile methodologies.
• Experience with CI/CD pipelines and DevOps practices.
• Excellent software development skills to drive the development and deployment of cutting-edge AI solutions
• Experience with production support of mission critical technology solutions.
• Experience documenting technical solutions and system process flow techniques.

Additional Preferred Skills

• Ability to work independently, multi-task effectively, and be flexible to accommodate change in priorities as necessary.
• Strong analytical ability, communication skills, excellent problem solving skills, and ability to learn new technical concepts.
• Ability to foster working relationships with Client departments, IT Management and Software Service Providers.

• Excellent communication, presentation/demoing capabilities, and interpersonal skills, with the ability to influence and collaborate with senior leaders, business stakeholders, and technology teams.
• Excellent problem-solving skills and the ability to think critically and creatively.
• Strong communication skills and the ability to work effectively in a team environment.
• Proficiency in Minitab, MS Excel, PowerPoint, and other business analytics and presentation tools.