Jobs at Full Potential Solutions

Develop and maintain conversational AI applications using platforms such as Cognigy, Yellow.ai, Kore.ai, Lex, LUIS, Dialogflow, and IBM Watson. Build API integrations and complex application logic with Node.js or Python, optimize code, support iterative NLU/NLP improvements, define performance metrics, analyze chatbot data, and collaborate with business, product, and engineering stakeholders in Agile teams.

Manages a specialized customer service team in a fintech, risk, and fraud environment. Responsibilities include hiring, coaching, performance management, goal achievement, team direction, problem resolution, supervisory audits, and adapting priorities to operational challenges. The role requires call center or shared-services leadership experience, knowledge of fintech operations, and preferably risk, fraud, KYC, or AML experience. The position is onsite and requires schedule flexibility.

Reviews transactions and customer information to identify fraud, AML concerns, account takeovers, and other suspicious activity. Contacts customers and financial institutions to verify transactions, requests KYC documentation, documents investigations, resolves escalations, and supports customer service. The role requires accurate, timely risk decisions, strong communication, onsite shift work, and participation in process improvement.

Handles customer inquiries through phone, chat, and email in a 50% voice and 50% non-voice role. Responsibilities include gathering and verifying customer information, researching remittance transactions, reviewing documents, coordinating with partners, and meeting performance metrics. The position requires strong communication, customer service, multitasking, research, computer navigation, and attention to detail. It is an onsite role in Pune with rotating shifts, including weekends and holidays.

Reviews financial transactions to identify fraud, AML concerns, account takeovers, and other risks. Contacts customers and banking institutions to verify transactions, gathers KYC and compliance documents, documents findings, resolves escalations, supports customer service, and contributes to process improvement. The role requires accurate decision-making, strong communication, customer protection skills, computer proficiency, and willingness to work onsite in Pune on rotating shifts, weekends, and holidays.

Leads conversational AI engineering teams, including hiring, coaching, delivery planning, stakeholder management, and technical documentation. Oversees Cognigy and Amazon Lex/Amazon Q chatbot and voice-bot implementations, conversational design, NLU/LLM practices, testing, monitoring, integrations, reliability, observability, incident response, security, and compliance.

Conduct end-to-end volume recruitment for BPO and call-center roles, including candidate sourcing, screening, behavioral interviewing, profiling, presentation to hiring managers, interview scheduling, and accurate system data entry. Support internal hiring processes and team hiring targets while working onsite in a fast-paced, project-based environment with mid- to night-shift availability.

Create and execute manual and automated tests for web and mobile applications. Develop test plans, automate functional testing with Selenium and Appium, document defects, and support regression, performance, API, and exploratory testing. Collaborate within Agile teams, use test management and issue-tracking tools, analyze technical issues, and maintain current knowledge of testing technologies. The role requires working a 2 pm to 11 pm IST shift.