Abdul Irfan Mohammad

Roles and Responsibilities - Conversation Architect

• As Conversational Architect, I am responsible to architect and train complex conversations with Dialogflow CX for different lines of business like Mobility, Home Services and Home Security of Telus.
• Responsible for creating head intents with related training phrases having accurate entities annotated and defining queues in dispatch table of Genesys designer for agent routing.
• Analyze Google's advanced agent modeling(AAM) generated data and ensure verbiage is concise and consistent with business rules.
• Solid understanding of CCAI best practices and design principles giving a positive persona to the bot.
• Create intents, entities, route groups, state handlers, APIs, as required and configure transitions to flows/pages with defined routes.
• Architect new Dialogflow user experience on Lucid chart - including error handling, defining expected formats for API parameters.
• Developed SMS flow which can send text messages with template created from Rebrandly for content requested by user to drive containment rate up.
• Optimizing chat/voice bots collaborating with data engineers to fine-tune NLU model and always aim to drive for targeted containment rate.
• Extensively used Lucid Chart and Miro board to design UX or conversational flows and present them in COE panel reviews.
• Meet with feature lead to discuss about Privacy impact assessment if required.
• Merge Apigee to Dialogflow user experience with webhook integration.
• Being responsible for QA and UAT test case review process and signoff on new feature in development until it goes into production.
• Optimizing current bot performance by identifying patterns based on flow level outcome leveraging data analysis insights to make bot efficient.
• Worked on challenges around different areas of NLU Model Tuning, Looping, Speech to Text issues and conversational Design.
• Proficient with Python and JavaScript programming languages.

Roles and Responsibilities - Conversation Bot Engineer - Google Internal

• To address gap in migration process from ES to CX, I developed a tool chain to compare and verify migrated bot.
• Compare tool is developed to automate the process of testing the migrated agent from ES to CX using Python and NLU libraries to use as a part of field service kit.

Roles and Responsibilities - Conversation Bot Engineer

• Design engaging conversational interfaces for Contact Center AI, drive virtual agent creation projects with defined scope and complexity.
• Developing chat bots and voice bots (preferably with Dialogflow)
• Project - Georgia Department of Labour (Implementation Partner – Google )
• Developed a virtual agent for Georgia Department of Labour across 5 languages which is deployed over chat and voice to assist users with user specific queries and general enquiries regarding claims and password reset.
• Used JavaScript, Dialogflow ES and integrations with Cisco telephony gateway. Also implemented DF connector integration with VA to record transcription of live agent conversations and provide the recordings for storage within Microsoft Dynamics Application.
• Developed authentication process using up to 10 identity validation questions specified by the unemployment Insurance Division.
• Used REST APIs to pull predetermined data points from UI Claims Status Summary dataset for applicable use case.
• Performed UI/UX development / chat widget customization
• Hosted 2 virtual training sessions for administrative users to review solution capabilities and critical processes.

Roles and Responsibilities - Bot Engineer

• Research on intent detection and named entity recognition approaches for CX virtual agent.
• Enhancing the work flows on both voice and text-based chatbots with the help of dashboard analytics.
• Reviewed and improved conversation flows and chatbot implementations (Billing, appointment booking) to improve the containment rate by 20% as part of Optimization.
• Improved Named Entity Recognition by mapping regex patterns.
• Worked on key word extraction for annotating entities in Training phrases.
• Altering the flows or use cases in the virtual agent depending on the demographic of the users.
• Conducted workshops and tutorials on chatbot development (DialogFlow).
• Solid understanding of NLP and machine learning concepts.

Roles and Responsibilities - RPA Developer - MetLife

• As an expert RPA developer, proficient in providing end-to-end Robotics Automation Solution using Blue Prism .
• Experienced in RPA Process flow Design, POCs and successful end to end bot deployments.
• Responsible for successful RPA solutions and bot deployments – created RPA solution design, implemented RPA best practices, detailed requirements definition alignment, user-centric functional design, and user acceptance facilitation.
• Collaborated with Blue Prism Product Support and other subject matter experts to manage, facilitate, communicate and bring to positive closure of escalated support incidents.
• Worked with Scrum Master to facilitate daily stand-up meetings, reviews, sprint and release planning and other Scrum-related meetings.
• Delivered solution with Robust Framework which includes better Exception handling (Authentication, application Launch Failures, Handling timeout) to gracefully end process.
• Altered or reengineered code to improve Bot efficiency when needed.
• Created reusable Business Objects (Libraries) to optimize development efforts and improve automation potential.
• Worked on Queue Management and made sure all the collections have been carried forward to other sub-processes wherever it's required.
• Performed code review and handled production defects. Fix and provide resolutions and root cause analysis to the production defects or issues within the agreed service levels.