Summary
Overview
Work History
Education
Skills
LANGUAGES
Accomplishments
Certification
Timeline
Generic

Manas Ranjan Pal

Austin,TX

Summary

A Chatbot Specialist with over 10 years of experience in ensuring quality, functionality and performance of AI-powered chatbot across various platforms using Kore. AI, IBM Watson, Google Dialog flow, Node.js, and Java. Well versed in IVR voice bots, Menu driven Q&A bots, Knowledge Graph implementation, NLP, backend APIs, and cloud-native configurations for enterprises in healthcare, banking, telecom, and customer support. Dedicated professional prepared to bring extensive expertise and results-oriented approach to Specialist role. Known for effectively managing tasks and supporting organizational goals through collaborative efforts and adaptive strategies.

Overview

11
11
years of professional experience
1
1
Certification

Work History

Software Developer

Marriott International
09.2024 - 03.2025
  • Led the design and implementation of conversational interfaces, enhancing user engagement by 25% through optimized dialogues and efficient user journeys.
  • Designed a virtual assistant to handle common customer queries, account inquiries, and support tasks.
  • Enhanced user satisfaction by 30% by creating a conversational design that covered multiple scenarios, including: Dialog Flows: Created 50+ unique dialogues for customer inquiries, transaction status, and troubleshooting, optimized for both mobile and desktop interfaces.
  • Persona Development: Developed a friendly and knowledgeable bot persona that matched the bank's brand voice, enhancing user trust and engagement.
  • Feedback Loop: Integrated a feedback system to gather real-time user input, resulting in continuous improvements based on conversational data.
  • Managed end-to-end conversational project lifecycle from requirements gathering, designing flows, conducting user testing, and analyzing user feedback.
  • Coordinated with developers, linguists, and UX designers to create consistent, intuitive, and accessible experiences across platforms.
  • Tools G Technologies: Google Dialogflow, JavaScript, JAVA, Figma, Lucidchart, Postman API Testing, GCP, JIRA Bug Tracking, Web-SDK, Node JS, ServiceNow , App Insights

AI ML Team Lead

HTC Global Service
11.2023 - 05.2024
  • Led a team of developers, testers and analysts in the design, development and testing of chatbot solutions for
  • Giving consultations and recommendations on chatbot development (healthcare chatbot, financial assistant, Banking Bot, Retail Chatbot) using Kore AI IT Assist service and Search Assist capabilities.
  • Integrated Kore AI XO platform with Azure to establish a communication channel between Microsoft Teams and Platform.
  • Tested the end-to-end flow of the chatbot, focusing on NLP accuracy and voice commands.
  • Conducted A/B testing, sentiment analysis, and user behavior tracking to refine chatbot performance.
  • Discovering patterns and insights from unstructured data to enhance chatbot capabilities through CRM Services like ServiceNow.
  • Implemented solution for automatic ticket creation, incident fetch with the help of ServiceNow REST API's and configured all the platform components with Kore AI bot builderin order to have a seamless integration between the CRM's.
  • Worked with cross-functional teams (UX designers, product managers, QA teams) to ensure the bot aligns with business requirements.
  • Collaborated with developers to resolve conversational flow issues and improve user experience.
  • Tools G Technologies: Kore AI, , Postman API Testing, JIRA Bug Tracking, Web-SDK, Node JS, Microsoft Azure Service, ServiceNow , App Insights

Senior Specialist-Bot Development

IDFC FIRST Bank
03.2023 - 11.2023
  • Led testing efforts for a voice-based banking assistant and text based chatbot deployed across mobile and web platforms.
  • Interpreted the application and its feature along with the component design to test and enhance the bot in Kore AI XO 10 for a banking institution in accordance with its client specifications
  • Provided technical guidance and mentorship to team members, fostering a culture of innovation and continuous learning.
  • Consuming and interacting with RESTful APIs to retrieve or manipulate data from external sources and 3rd party system.
  • Implemented webhooks to enable real-time communication between chatbots and external systems like WhatsApp, Web, MS teams, Genesys Cisco, Skype.
  • Integrated chatbot with core banking APIs for balance checks, statements, and fund transfers.
  • Configured Genesys Agent Integration for IVR with Kore AI XO Platform to seamlessly hand off the virtual assistant conversations to live agents on Genesys.
  • Implemented Speech Recognition and Synthesis by configuring and optimizing the IVR bot for speech recognition (ASR) and text-to-speech (TTS) features.
  • Designed end-to-end conversational interactions, including what can go wrong, and how.
  • Implemented End-to-End Testing by conducting thorough testing of the entire voice bot experience, including the integration with Genesys Cisco, Test for scenarios like call initiation, mid-call interaction, and call handover to human agents.
  • Tools G Technologies: Kore. AI XO Platform , Service now, CYARA IVR script testing, Node.JS, J A V A , Azure Service, ServiceNow , NLP Dashboard, Genesys VUI, STT, TTS engine

AI Engineering Consultant

Accenture
11.2021 - 03.2023
  • Worked on long-term projects as an NLP specialist and Chatbot Developer. Working both on voice and text-based chatbots
  • Developed and tested conversational interfaces for customer service, support bots and automated workflows using IBM Watson. Designed intents, slots, and utterances for natural language understanding (NLU).
  • Managed authentication and data flows between IBM Watson bots and enterprise systems.
  • Implemented text-to-speech (TTS) and speech-to-text (STT) technologies for voice interactions using speech capabilities. Worked for enhancing bot performance through optimizations in NLU and ASR (Automatic Speech Recognition).
  • Integrated pre-trained foundation models from Bedrock into applications for use cases such as text generation, summarization, sentiment analysis.
  • Managed team to support existing chatbots and build new solutions to automate the standard process design for the relevant business processes across the chatbot like Credit Card Limit increase, Fast Tag Balance fetch, Password Reset, Procuring a Loan, Booking an RD/FD, Ordering a cheque book etc.
  • Tools G Technologies: IBM Watson, Web-SDK, Node JS, Docker, Kubernetes, Selenium, Cypress, Google Cloud Platform Service, ServiceNow , Splunk

IT Analyst

Tata Consultancy Services
02.2020 - 11.2021
  • Developed and tested the integration of chatbots with various platforms, including websites, mobile apps, and messaging platforms such as Slack, Microsoft Teams, and WhatsApp.
  • Using Google Dialogflow ES for developing intelligent chatbots.
  • Tested conversational intents and entity recognition using manual and automation techniques.
  • Conducted performance testing during peak traffic periods.
  • Collaborated with UX designers to ensure seamless interactions.
  • Using version control systems like Git for managing code repositories, collaborating with team members, and tracking changes in chatbot projects.
  • Was responsible for maintaining documentation pertaining to chatbot conversational flows, intents, platform configurations and best practices.
  • Tools G Technologies: Google Dialogflow, GCP, Node JS, Microsoft Bot Framework, GitLab, Bamboo, Bitbucket, API testing, REST

Specialist

HCL India
01.2018 - 01.2020
  • Developed and implemented chatbot prototypes and proof-of-concepts to demonstrate feasibility and potential business value.
  • Integrated IBM Watson powered chatbot with azure bot service in order to establish communication between MS teams channel, azure Ad and IBM Watson Platform.
  • Worked on building and implementing architecture roadmaps for Watson powered Virtual Agent for our clients.
  • Contributed on developing use cases for multi modal humanoid chatbot called Pepper Bot .
  • Worked on Developing Map-Reduce (MR) in IBM Cloudant database to generate data for various Lucy Modules and use them in various dashboard metrics.
  • Managed exception handling and logging using Log4j to manage invalid data entries gracefully.
  • Tools G Technologies: IBM Watson, Java, Vanilla JavaScript, Materialized CSS, Mongo DB, ServiceNow , Salesforce Lightning.

Systems Engineer

Infosys && Edgeverve
03.2014 - 09.2017
  • Collaborated with product managers and UX designers to translate user requirements into technical specifications and design prototypes.
  • My primary work was to Debug JIRA issues, update and manage requirement documents using SVN version control tool.
  • Developed and maintained enterprise-level applications using Core Java and PL/SQL to handle CRUD operations.
  • Optimized SQL queries and stored procedures in PL/SQL to improve database performance.
  • Implemented Collection Framework to optimize data handling and performance.
  • Analyzed requirements, designed technical documents, created UML diagrams, developed, and created test cases.
  • Developed and integrated web services and APIs based on client needs Implemented DAO classes using Spring.
  • Merged code between different branches and manage revisions using Perforce(P4V).
  • Tools G Technologies: Core JAVA, PL/SQL, SpringBoot, JDBC, SSRS, Restful API

Education

B.S - Electronics And Communication Engineering

Nalanda University of Technology, BPUT
08.2012

Skills

  • Chatbot Development: KoreAI ,IBM Watson, Gogle Dialogflow, Amazon LEX, Azure Bot Service , Bot press, Land bot, Servicenow Agent
  • Conversational Design: Figma, Lucidchart , Draw Io, Botmock, Google Dialogflow
  • Testing: API Testing, Conversational Flow Testing, NLP testing, CYARA Testing, Selenium, Functional and Performance Testing, Batch Testing
  • Software Development: Node JS, Core JAVA, JavaScript, Google CCAI
  • Database: PL SQL, Mongo DB, Big Query, NO SQL
  • Cloud architecture: GCP, Azure
  • Unit Testing: Mocha, Jest, Junit, Pytest
  • Integration: REST , Service now, Splunk, Amazon Bedrock, Google Looker
  • Studio: MS Visual Studio Code, Eclipse, Tortoise SVN, GitLab, Bitbucket, Bamboo

LANGUAGES

English Native
Japanese Beginner

Accomplishments

  • It was immensely gratifying for me when I was receiving positive user feedbacks who were interacting with our chatbots.
  • I received recognition from Peers, Clients and the organisation for the innovative features we implemented across the chatbot.
  • Received ACE award for delivery Excellency while serving in Accenture.
  • Received spot award for good performance in TCS.

Certification

Project Management for Conversational AI

Kore.AI Experience Optimization Platform Developers Basic Training

Conversation Design by Cognigy.AI

Building Intelligent Chatbots on AWS

Node JS: Testing and Code quality

Building AI Powered Chatbots Without Programming with IBM Watson

Workfusion RPA Specialist Elements Of AI

Timeline

Software Developer

Marriott International
09.2024 - 03.2025

AI ML Team Lead

HTC Global Service
11.2023 - 05.2024

Senior Specialist-Bot Development

IDFC FIRST Bank
03.2023 - 11.2023

AI Engineering Consultant

Accenture
11.2021 - 03.2023

IT Analyst

Tata Consultancy Services
02.2020 - 11.2021

Specialist

HCL India
01.2018 - 01.2020

Systems Engineer

Infosys && Edgeverve
03.2014 - 09.2017

B.S - Electronics And Communication Engineering

Nalanda University of Technology, BPUT

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Manas Ranjan Pal