This role sits at the intersection of BPO operations and technology. You will join a small, high-autonomy team responsible for building, maintaining, and scaling an AI-powered performance management platform (internally known as AI Navigator / Vera AI). The platform automates daily workflows—like KPI alerting, coaching, and scheduling—for frontline Team Leaders (TLs) and Operations Managers (OMs).
Rather than requiring a traditional computer science degree, this role prioritizes a candidate who deeply understands the BPO floor environment and can build practical, low-code/AI-driven internal tools that immediately save time and reduce manual overhead.
Required Skillsets
1. Core Technical Requirements
- Power Automate: Ability to build and debug complex, multi-step automated workflows. Must understand triggers, conditions, and troubleshooting (e.g., throttling, concurrency, filter expressions).
- Power Apps & Dataverse: Comfort handling table schemas, column types, and basic data querying.
- AI Builder: Hands-on experience using AI Builder for prompt-based content generation or automated document processing.
- JavaScript or TypeScript: Ability to read and modify Node.js scripts, React/Next.js components, or API routes to help maintain the platform's web application.
- Microsoft 365 Ecosystem: Solid understanding of integrations between Teams, SharePoint, Exchange, and Dataverse.
2. Operations & Domain Exposure (Mandatory)
- BPO Contact Center Experience: You must have worked in or closely alongside frontline operations (e.g., as a Team Leader, Operations Manager, WFM Analyst, or QA Coach).
- Operational Context: Deep understanding of performance targets, metrics, coaching cadences, and reporting cycles. You must be able to translate user needs into technical features without requiring extensive hand-holding.
3. "Strong Advantage" Skills (Nice-to-Have)
- AI & Low-Code Platforms: Experience with Copilot Studio or similar low-code AI agent platforms.
- Azure Services: Familiarity with Azure App Service, Azure OpenAI, or related infrastructure.
- UI/UX Design for Collaboration Tools: Experience authoring HTML emails or building Adaptive Cards for Microsoft Teams.
- BPO Reporting Tools: Familiarity with data platforms like DOMO, Tableau, or WFM reporting tools.
- Product Adoption: A proven track record of building internal tools that non-technical users actually adopt.