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Senior Manager – AI and ChatBot Solution Delivery

Soumettre une candidature Job ID 1-42282 Date posted 09/16/2019 Location Melbourne, Australia

Company Overview:

Nuance Communications, Inc. is the pioneer and leader in conversational AI innovations that bring intelligence to everyday work and life. The company delivers solutions that understand, analyze and respond to human language, amplifying human intelligence. With decades of domain and artificial intelligence expertise, Nuance works with thousands of organizations – in healthcare, telecommunications, automotive, financial services, retail, and more – to create stronger relationships and better experiences for their customers.

Join our Enterprise team…;great customer service starts here. We design virtual assistants for intelligent and effortless customer service helping customers find the information they need using whatever channel they prefer.  

Job Summary:

Summary: In this role you will lead a rapidly growing team in the delivery of AI enabled virtual assistants to Australia’s leading Enterprises.   Have you read any tech publications that weren’t talking about AI, machine learning or natural language understanding?   If you are smart, customer focused, super passionate about technology, able to lead and deliver complex projects then this is your chance to be part of one of the hottest tech spaces going around.     Nuance technologies have been underpinned by AI and ML for years and now these technologies are changing the way customer interactions are delivered.   We are literally redefining the way people interact with businesses, their cars, their phones, TVs and every bit of technology they touch.   


With an initial focus on Australia the role can expand to support and grow the business throughout the APAC and Japan regions. 

Responsibilities:

  • This position will manage the team of Conversation Designers, Solution Architects, AI Consultants, Client Service Managers and DevOps resources, responsible for delivering virtual assistant and chatbot solutions.  These solutions are deployed in a SaaS model and provide voice and text conversational interfaces for web, mobile, messaging and IoT channels.  As the owner for both project delivery and the ongoing optimization of the solutions you will be responsible for ensuring successful initial delivery and adoption and that the solutions deliver on customer expectations over their full lifecycle.         
  • You will form strong relationships with senior stakeholders in Australia’s leading corporates, providing purposeful leadership and governance and be the main point of escalation for any service delivery issues.    In partnership with Sales you will be responsible for customer satisfaction.    
  • As a people manager you will ensure you lead by example exhibiting the highest standards of integrity, professionalism, work ethic and   trustworthiness.  You will prioritize the development and performance coaching of your team and constantly be looking to improve and strengthen organization design.
  • As a member of the services senior leadership team you will help manage the operations and have a strong handle on the data underpinning performance, budgets and revenue.    

Qualifications

Number of Years of Work Experience: 12

Required Skills:

  • Leadership and track record of growing service/project teams or practices and working in Agile development environments
  • Experience leading professional service teams involved in digital transformation programs, development of significant web ecommerce solutions (or similar) or mobile applications for large corporates
  • Experience running projects and programs across multiple clients concurrently
  • Experience in presales engagements, presenting, documenting scope and requirements, pricing and contract negotiations
  • Managing complex programs and/or product developments and experience bridging the gap between technical and business people
  • Working on vendor side of relationships delivering into large corporate and government clients and lots of customer facing experience
  • Ability to dig deep into technical issues to help understand, coach and prioritize the work of the team and the focus of the company resources
  • Strong oral and written presentation skills including an ability to deliver compelling persuasive arguments and negotiate strongly
  • Ability to influence, engage and be persistent within large matrix organizations
  • Strong organization skills and attention to detail
  • Calm, confident and level headed persona with an ability to motivate peers and customers
  • Experience delivering solutions to large enterprise customers
  • Passion for and deep understanding of latest technology trends
  • Experience managing and developing staff and directly managing 10 more direct reports


Preferred Skills:

  • Experience in NLU, AI, Machine Learning or analytics technologies
  • Experience in SaaS, hosting or managed service delivery environments
  • Technical/software development background that supports ability to dig deep into issues with the team

Education: A 4-year college degree is required, preferably a degree in business or five years of relevant experience may be substituted for the 4-year college degree 

Additional Information:

Nuance offers a compelling and rewarding work environment. We offer market competitive salaries, bonus, equity, benefits, meaningful growth and development opportunities and a casual yet technically challenging work environment. Join our dynamic, entrepreneurial team and become part of our continuing success.

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Pourquoi choisir Nuance?

Martin Eberhart General Manager
J’ai rejoint Nuance il y a peu, car j’aime pouvoir travailler au sein d’une équipe diverse, agréable et talentueuse dont le premier objectif est la satisfaction client. Mon poste m’offre par ailleurs suffisamment de liberté pour accomplir mes missions sans mettre en péril mon équilibre vie professionnelle/vie personnelle. Martin Directeur Général
Vishnu Vardhan Tech Support
Je suis vraiment tombé sous le charme de Nuance, de ses plateformes innovantes et de son impact sur la vie des communautés. Avec Nuance, ma mission a vraiment du sens et je sais en rentrant chez moi que j’ai véritablement accompli quelque chose d’important. Vishnu Technicien support
Kristen Fraser Inside Sales
Je travaille dans la santé depuis presque 20 ans maintenant, et je suis vraiment émerveillée de voir à quel point Nuance a su relever les défis posés par l’évolution et les difficultés de ce secteur. Tous les jours, je fais face à de nouveaux défis et tous les jours, je m’assure que le client est la priorité. La culture d’entreprise et les collaborateurs de Nuance sont absolument fantastiques. Je suis très heureuse de travailler au sein d’une entreprise aussi dynamique et diversifiée et j’attends avec impatience de voir ce que nous réserve l’avenir. Kristen Ventes internes
Martin Held Product Manager
Je travaille avec des personnes brillantes pour transformer des technologies de pointe et des idées innovantes en produits et solutions qui résolvent des problèmes de la vie réelle et ont un impact positif sur le public. J’apprécie particulièrement la flexibilité de mon travail. Martin Chef de produit
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