Senior Analyst, ML Services

Location: Bengaluru

Senior Analyst, ML Services

Experience:

3–5 Years

Employment Type:

Full-time

About Us

We are a global enterprise software organization building AI-powered platforms for customer-facing functions. Our unified customer experience solutions help enterprises deliver meaningful, human interactions to customers across modern digital channels— work with leading global enterprises and are driven by innovation, collaboration, and customer impact.

What You’ll Do

- Collaborate with Product, Services, Engineering, and Data Science teams to build and deliver AI-driven products.
- Engage with internal and external stakeholders to understand use cases and recommend appropriate solutions.
- Translate complex technical concepts into clear, actionable insights for non-technical stakeholders.
- Perform and manage day-to-day operational tasks including:
- Data annotation
- AI quality monitoring
- KPI tracking and reporting
- Support team enablement through training on AI configurations, model development processes, delivery workflows, and data analysis.
- Create and maintain high-quality documentation using tools such as Lucid Charts, Confluence, JIRA, and MS Office.
- Proactively identify risks and potential pitfalls, escalating and discussing them with the team in a timely manner.
- Assist or co-own escalations and high-priority incidents, ensuring effective collaboration and resolution.
- Develop and improve systems, procedures, and delivery frameworks to ensure consistent quality.
- Understand delivery scope and build collaborative delivery plans with cross-functional teams.
- Take accountability for service delivery performance, customer satisfaction, and driving future demand.
- Support people management activities including staff onboarding, performance assessments, and training.

What Makes You Qualified

- Full-time Bachelor’s or Master’s degree in Management, Engineering, Communication, or a related field.
- 3–5 years of experience in ML project management, AI quality monitoring, or a similar role.
- Strong understanding of Agile and Scrum frameworks, including processes, terminologies, and artifacts.
- Prior experience in:
- Service delivery
- AI quality monitoring
- Data annotation and data management
- KPI monitoring
- Client and vendor communication
- Team coordination and documentation
- Awareness of the ML lifecycle, from client consultation through deployment.
- Strong written and verbal communication skills, with the ability to:
- Create training documentation
- Review peer project documents
- Develop custom client-facing documentation

Additional Skills & Capabilities

- Strong organizational and interpersonal skills to manage priorities and keep delivery goals on track.
- Proven ability to collaborate with managers on goal setting, planning, and execution.
- Ownership mindset for handling critical incidents, coordinating resolutions, and leading post-incident reviews.
- Ability to ensure delivery methodologies and governance frameworks support high service standards.
- Deep understanding of project scope to provide insights into service delivery improvements.
- Capability to analyze internal and third-party processes and recommend strategies for delivery optimization.
- Proactive contributor who brings new ideas and improvement initiatives to the team.