Helpshift - A Keywords Studio, bridges the disconnect between conventional customer service channels — such as email and phone support — and a growing consumer base that does more on mobile phones and has a strong preference for messaging as the primary mode of communication. Through Helpshift’s AI-powered customer service platform, companies can resolve issues more efficiently, boosting customer satisfaction in the process. Companies such as Supercell, Scopely, Rovio, and hundreds of other leading brands use the Helpshift platform to provide messaging-first customer support. Helpshift is installed on two billion devices worldwide and serves more than 820 million active consumers. We are looking for an ambitious, experienced, driven & solution orientated individual that thrives in a fast-paced, cutting-edge, technology-driven environment. You will be an integral part of our custom development and professional services team and collaborating with multiple teams to deliver solutions to our clients.

Title: AI Engineer (AI-Powered Agents)

Location: Pune

Job Type: Full-time

Key Responsibilities:

• AI Agent Development: Design, build, and deploy AI-powered agents for applications such as virtual assistants, customer service bots, and task automation systems using LLMs and other AI models.

• AI-Driven Process Optimization: Collaborate with business units to optimize workflows using AI-driven solutions, automating decision-making processes and improving operational efficiency.

• Model Monitoring and Maintenance: Establish processes for real-time model monitoring, including tracking performance, drift detection, and accuracy of models in production environments.

• Model Retraining and Optimization: Develop automated or semi-automated pipelines for model retraining based on changes in data patterns or model performance. Implement processes to ensure continuous improvement and accuracy of AI solutions.

• Cloud and ML Platforms: Utilize platforms such as Azure Machine Learning Studio, Google Vertex AI, AWS Bedrock and open-source frameworks for end-to-end model development, deployment, and monitoring.

• Collaboration: Work closely with data scientists, software engineers, and business stakeholders to deploy scalable AI solutions that deliver business impact.

• Generative: Should Have a work experience in RAG, Langchain, Llamaindex and generative AI use case implementation and deployment.

Good to have agents framework knowledge or working experience like AutoGen, CrewAI, Langchain-agent, Llamaindex Agent, Swarm by open AI etc.

Skills and qualifications:

• Bachelor’s or Master’s degree in Computer Science, Artificial Intelligence, Data Science, or a related field.

• 5+ years of experience as an AI Engineer, focusing on AI-powered agent development, knowledge graphs, AI-driven process optimization, and MLOps practices.

• Proficiency in working with large language models (LLMs) such as GPT-3/4, GPT-J, BLOOM, or similar, including both open-source and commercial variants.

• Experience with knowledge graph technologies, including ontology design and graph databases (e.g., Neo4j, AWS Neptune).

• Strong skills in Python, Java, or similar languages, and proficiency in building, deploying, and monitoring AI models.

• Solid experience in natural language processing (NLP) techniques, including building conversational AI, entity recognition, and text generation models.

• Model Monitoring & Retraining: Expertise in setting up automated pipelines for model retraining, monitoring for drift, and ensuring the continuous performance of deployed models.

• Experience in using cloud platforms like Azure Machine Learning Studio, AWS Bedrock, Google Vertex AI, or similar cloud-based AI/ML tools.

Preferred Skills:

• Experience with building or integrating conversational AI agents using platforms like Microsoft Bot Framework, Rasa, or Dialogflow.

• Knowledge of advanced AI-driven process optimization tools and techniques, including AI orchestration for enterprise workflows.

• Experience with containerization technologies (e.g., Docker, Kubernetes) to support scalable AI/ML model deployment.

• Certification in Azure AI Engineer Associate, Google Professional Machine Learning Engineer, or relevant MLOps-related certifications is a plus.

• Hybrid setup
• Worker's insurance
• Paid Time Offs
• Other employee benefits to be discussed by our Talent Acquisition team in India.

Helpshift embraces diversity. We are proud to be an equal opportunity workplace and do not discriminate on the basis of sex, race, color, age, sexual orientation, gender identity, religion, national origin, citizenship, marital status, veteran status, or disability status

Privacy Notice

By providing your information in this application, you understand that we will collect and process your information in accordance with our Applicant Privacy Notice. For more information, please see our Applicant Privacy Notice at https://www.keywordsstudios.com/en/applicant-privacy-notice.

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Position : Language Interpreter (English & Arabic/ pashto)




Period of Employment: 12 months Contract / Renewable


Working Hours: 8 hours per day with 1 hour break in between / 40 hours per week / based on schedule / night shift
Working Time : starts anytime from 8 pm/9pm/10pm/11pm/12am and will shift every 3 months
Salary: RM30/ hour (Minimum RM30 x160 hours= RM4800)+ Socso + EPF + OT pay( Rm 30)
Benefits : 14 days paid sick leave, 12 days annual leave, and some Malaysia & US Public holidays


*3-weeks training provided in the daytime(Monday to Friday) with a Training allowance*


Job Description :


As an interpreter, your primary role is to facilitate communication between parties who speak different languages. In the example you mentioned about a live call from 911, your main responsibility would be to accurately interpret the conversation between the caller(native language) and the emergency operator(English). Your role is to convey the message in the preferred language of the caller and ensure that both parties understand each other. A work from home Language Interpreter works from his/her home office. It is essential to ensure a quiet and secure environment. This position is open to most locations within Malaysia, Thailand, Indonesia, Cambodia,Vietnam . The calls may involve simple or complex, non-technical or technical subjects in Healthcare, Government, Insurance, Finance, Utilities, Travel and Hospitality, 911 emergency services, Law Enforcement and General Business


Job Requirements :


Fluent in English ( Read & Speak & Write)
Fluent in Arabic or Pashto(Read & Write & Speak )
Must be working from home
Own Mobile phone with Android 12 and above or IOS 15 and above
Own laptop with updated version
Must be willing to work rotating shift for 9 hours anytime following the required schedule by the client within 24 hours (Night Shift)
They will be entitled to 2 days off in a week which will be rotating any day
Must be willing to work on public holidays as the operation is 24/7.


If you're interested, send us your resume for more information.


Best regards,
Roopa Durgaa
Email : roopa@two95hrhub.com
Phone : +60143205906

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Customer Success Manager

Location: UK Hybrid

We’re looking for a Customer Success Manager to join our award-winning team of strategic retail marketing experts who empower our clients to harness Ometria’s Customer Data and Experience Platform to deliver amazing experiences for their customers.

Who are we?

Ometria is a Customer Data and Experience Platform built for retail marketers to be the fastest route to sustainable growth. Ometria helps marketers plan and launch their most profitable campaigns twice as fast, increasing their customer loyalty and CRM revenue with personalized marketing messages all throughout the customer journey.

Our platform combines the data unification and customer insight of a CDP with an experience platform, letting retail marketers easily and efficiently create experiences their customers love across email, mobile, on-site, social, direct mail and more.

Ometria is trusted by some of the fastest growing retail brands in the world such as Brooklinen, Davines, Steve Madden, and Sephora.

We have a team of over 120 Ometrians based in North America and Europe. We have raised $75m from leading venture capital funds across the world such as Infravia Capital Partners, Octopus Ventures, Summit Action, Sonae IM and many others.

The role

You'll play a pivotal role in delivering value and success for your clients, reporting directly to the Customer Success Team Lead managing a portfolio of our Strategic clients. Your primary focus will be on nurturing client adoption, ensuring maximum client satisfaction, and enabling revenue growth for some of the UK's most innovative retail businesses.

Office Expectations : Mondays are mandatory in the office for the CS team and the office can be used on Wednesdays and Thursdays. Coming into the office is encouraged during onboarding especially for team members to learn from their peers.Onsite client meetings : We do encourage in person customer meetings so time 'in office' or on site with customers is expected and will change from week to week.

What you'll be doing:

Key Outcomes:

• Retain your customers, secure their renewal and hit retention targets
• Amplify Customer Loyalty:Champion customer retention, ensuring seamless renewals and surpassing retention targets.
• Master Sentiment Analysis:Identify and neutralise potential sentiment risks across diverse stakeholders, from end users to top decision-makers, fostering enduring relationships.
• Empower Customer Advocacy: Lead as a vocal customer advocate, steering cross-functional efforts to swiftly resolve challenges to build a pipeline of positive referrals for prospective customers to engage with.
• Strategic Communication: Proactively relay concise updates on pivotal customer wins and obstacles, detailing actionable measures for optimising retention.
• Own end to end commercial negotiations
• Mastery of Negotiations: Oversee end-to-end commercial negotiations and drive renewals with limited escalations to CS leadership
• Upsell Precision: Spot and secure upsells in alignment with our pricing model, achieving ambitious upsell ARR targets.
• Mid-term Upsell Drive:Execute well-timed mid-term upsells in line with pricing structures, hitting upsell ARR goals.
• Value-driven Expansion: Actively pursue and conclude revenue-expanding opportunities that mirror customer value, collaborating seamlessly with revenue teams and CS leadership.
• Develop key stakeholder champions in each of your accounts
• Persona-centric Alignment: Comprehend core personas across Marketing, Tech, and C-suite realms, aligning their aspirations with strategic platform and marketing endeavours.
• Elevate Brand Presence:Actively seek channels to heighten Ometria's visibility within client organisations.
• Deliver on promise: Solidify trusted partner status by unwaveringly fulfilling commitments and delivering on agreed-upon deliverables.

Key Responsibilities:

• Deliver timely and accurate commercial forecasting- Deliver weekly updates to customer health and activity records that support commercial opportunity updates, articulating realistic outcomes that are dependable and of the moment.
• Set and deliver on customer expectations- Deliver each aspect of the customers assigned service level, owning the presentation and delivery of core value driving client engagement such as Business Reviews, Assessments and Strategic marketing plans
• Pre-empt customer escalations and challenges - identify risk factors ahead of time and handle objections and escalations with finesse.
• Drive Strategic customer adoption and value with visibility and buy-in from key decision makers- Become an expert in both the Ometria platform and ecommerce marketing strategies. Engage key stakeholders to align on value delivered and identify what actions are required to mitigate any potential relationship risk.
• Become a a retail expert and deliver strategic guidance- deliver expected customer touchpoints based on their Service level and act as a strategic guide leveraging retail intelligence reports and trends data to make credible recommendations to your clients.

About you:

• Experienced - you have relevant experience managing clients within a SaaS environment. Any previous experience within cross channel / email marketing/ ESP is a bonus
• Excellent communicator - you can communicate confidently and authoritatively with a wide variety of stakeholders.
• First class customer success skills - you know how to make clients happy, and go out of your way to achieve this.
• Data literate - you are comfortable working with, manipulating and interpreting data sets, and have experience working with tools such as Excel and Google Sheets
• Organised and able to work under pressure - you are comfortable working in a fast-paced environment, and can juggle multiple tasks at the same time.
• Proactive learner - you have an interest in both technology and ecommerce, and are willing to do what it takes to become an expert in email marketing.
• Prioritisation - you are meticulous planner and are able to define and deliver against your weekly commitments that drive significant contribution to the Customer teams goals
• Commercially driven - you are comfortable negotiating commercial conversations ideally having ran renewal and expansion opportunities end-to-end in your previous roles

Why join Ometria?

One of our values is “It's awesome to be here”, here are some of the reasons we love working here:

• Team of amazing people
  We are committed to hiring the right people and maintaining our culture as we grow.
• Making sure you’ll have an impact
• We’re solving interesting challenges and you’ll have a say in how we solve them.
• Supporting learning and development
  We’re in this together and want you to become your best and feel supported as you do so. We want all Ometrians to be able to continually learn and grow in their roles
• Going above and beyond to help each other
  We’re all part of the bigger picture. We love helping each other and celebrate success together.

The amazing people of Ometria are the core of our business. We believe in making it awesome to be here for all Ometrians and place a continued focus on making Ometria an inclusive, respectful and diverse environment.

We're an equal opportunity employer and all applicants will be considered for employment without attention to ethnicity, age, religion, sexual orientation, gender identity, family or parental status, national origin, veteran, neurodiversity status or disability status.

• 30 days holiday + 1 day on your birthday (plus bank holidays)
• Mental Health Support (Spill, Calm)
• Cycle to work scheme
• Enhanced Financial Benefits (Salary Sacrifice Pension, DIS, Income Protection)
• Professional Development Fund

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DataVisor is a next-generation security company that utilizes industry-leading unsupervised machine learning to detect fraudulent activity for financial transactions, mobile user acquisition, social networks, commerce and money laundering. Our solution is used by some of the largest Financial/Crypto sectorsin the world, including Visa, Synchrony Financial, Binance and Okcoin, to protect them from the ever-increasing risk of fraud. Our award-winning software is powered by a team of world-class experts in big data, security, and scalable infrastructure. Our culture is open, positive, collaborative, and results driven. Come join us!

As platform engineers, we are building a next-generation AI driven decision platform, which incorporates our secret sauce, UML (unsupervised machine learning) with other SML (supervised machine learning) algorithms. Our team works to improve our core detection algorithms and automate the full training process.

As complex fraud attacks become more prevalent, it is more important than ever to detect fraudsters in real-time. The platform team is responsible for developing the architecture that makes real-time detection possible. We are looking for creative and eager engineers to help us expand our novel streaming and database systems, which enable our detection capabilities.

We continue to push the boundary of what's possible in fraud detection and data processing at scale. Join us to help usher in more innovative solutions to the fraud detection space.

Working as a software engineer, backend, you will develop our fraud and risk platform backend in Java and C++. You will work cooperatively with others across the organization to achieve shared goals to translate high-level roadmap vision into practical feature specifications and deliverables

• Bachelor's Degree in Computer Science, Computer Engineering, or a related field
• Minimum 5+ years of software development experience building large-scale cloud applications
• Programming experience in Java/C++
• Working knowledge of relational and NoSQL databases (MySQL, Cassandra)
• Have distributed system architecture design knowledge or experience with high high concurrency and low latency system development
• Enjoy thinking creatively and experimenting

Preferred Qualifications

• Spark, Kafka, and Flink
• Worked on multithreaded applications
• Experience in Shell and Python
• Experience in Kubernates
• Experience in CUDA development is a plus

Health Insurance, 401K, PTO.

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Job Description

M3 Global Research, an M3 company is looking for a Senior Software Engineer, who can thrive in a fast-paced environment developing complex applications to join our cutting-edge engineering team. Our ideal candidate would demonstrate an understanding of software development concepts and development lifecycles using Agile methodologies, object-oriented design, and accepted design patterns and practices. You'll be responsible for assisting with system design, coding, improving application performance, collaborating with other developers, and assisting with testing.

Essential Duties and Responsibilities:

Including, but not limited to the following:

Here’s the revised version with the additions about status updates, scrums, and Agile:

Including, but not limited to the following:

• Lead and supervise the development team, ensuring projects are executed efficiently, aligned with Agile methodologies, and meet quality standards.
• Design, implement, and deliver highly scalable solutions based on modern cloud-based architectures.
• Continuously develop, release, monitor, and improve our systems and services while fostering a culture of accountability within the team.
• Set and actively promote software development processes and best practices, providing mentorship to team members.
• Participate in and facilitate Agile ceremonies, such as daily stand-ups, sprint planning, and retrospectives, to ensure alignment and progress tracking.
• Provide regular status updates to stakeholders, ensuring transparency and clear communication of progress, roadblocks, and timelines.
• Partner with product managers, designers, and engineers across the organization to shape high-impact solutions and deliver high-quality applications.
• Take responsibility for the team’s deliverables, ensuring scope is maintained and work is delivered iteratively while embracing Agile principles.

Qualifications

• Strong expertise in Node.js, with experience building scalable and efficient backend systems and APIs.
• Knowledge of SQL and familiarity with relational databases like Oracle or similar platforms.
• Experience with modern front-end frameworks, specifically React or Angular, and familiarity with Bootstrap for UI development.
• Exposure to additional languages and frameworks such as PL/SQL, Java/JSP, jQuery, HTML5, CSS3, PHP, Ruby, and ColdFusion is beneficial but not mandatory.
• Proficient with source control tools like Git for collaborative development and versioning.
• Knowledge of secure coding practices and familiarity with standards like OWASP Top Ten and SANS CWE, with a commitment to adapting to evolving security threats through audits and ongoing education.
• Team-oriented with exceptional collaboration and communication skills, both verbal and written.
• Exceptional multitasking abilities, capable of balancing multiple projects and priorities effectively.
• An analytical mindset with superior problem-solving abilities and a strong inclination to learn and implement new techniques.
• Familiarity with mobile-first development and responsive design is a plus.

Minimum Experience: 

• 5+ years of experience with Node.JS

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Job Description

• Review and analyze system specifications and user stories to understand software requirements 
• Support and design comprehensive, and well-structured test documentation 
• Prepare testing environments, including setting up the necessary software and hardware for test execution 
• Apply test design techniques to create robust test cases that maximize test coverage 
• Conduct manual functional, integration, and regression testing 
• Identify, log, and track defects in the bug-tracking system 
• Validate test results to ensure that the software meets acceptance criteria and user expectations 
• Document detailed testing reports and provide feedback on usability, performance, and overall software quality 

Qualifications

• Proven experience in mobile testing 
• Good knowledge of software development life cycle (SDLC) and testing methodologies 
• Experience with bug-tracking tools (e.g., Jira, Trello, Bugzilla) 
• Good understanding of various types of testing: functional, integration, regression, and user acceptance 
• Knowledge of Agile testing practices and environments (Agile, Scrum) 
• Experience with test management tools such as TestRail, Zephyr, or similar  
• Upper-Intermediate level of English 

WOULD BE A PLUS

• Basic knowledge of scripting or programming languages 
• Basic experience with Unix and/or Linux systems to navigate file structures, logs, and perform basic commands 

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Job Description

Responsibilities

• DUO MFA Management:
  • Administer and manage the DUO Multi-Factor Authentication (MFA) platform.
  • Implement and enforce MFA policies across the organization, ensuring integration with various applications and systems.
  • Monitor MFA performance, troubleshoot issues, and handle escalations related to authentication failures or policy violations.
• Microsoft Information Protection (MIP) Implementation:
  • Configure and maintain Microsoft Information Protection (MIP) policies to safeguard sensitive data.
  • Collaborate with the security and compliance teams to establish data classification and labeling policies based on organizational requirements.
  • Conduct regular audits and reviews of MIP policy adherence, ensuring that sensitive information is adequately protected.
• Key Management Services (KMS):
  • Manage Key Management Services (KMS) for encryption key lifecycle, ensuring proper distribution and rotation of keys for critical systems.
  • Ensure KMS compliance with encryption and security best practices, maintaining availability and integrity of key materials.
• Mobile Device Management (MDM) (Secondary Focus):
  • Support the administration and monitoring of MDM solutions to manage device security, app deployment, and access policies.
  • Work with IT teams to ensure all mobile devices comply with organizational security policies and access controls.
• Active Directory (AD) and Azure AD (Entra ID) (Secondary Focus):
  • Provide support for Active Directory, managing user accounts, group policies, and organizational units.
  • Assist with synchronization between on-premises AD and Azure AD using Azure AD Connect, ensuring seamless hybrid identity integration.
  • Troubleshoot and resolve issues related to AD/AAD authentication and access provisioning.
• IAM Process Optimization:
  • Continuously evaluate and improve IAM processes related to MFA, MIP, and KMS to enhance security and user experience.
  • Automate routine identity management tasks and workflows to increase efficiency and reduce manual errors.

• Incident Response and Troubleshooting:
  • Act as the technical escalation point for identity-related incidents involving DUO MFA, MIP, KMS, and other IAM systems.
  • Investigate, troubleshoot, and resolve IAM issues, working closely with other teams to identify root causes and implement solutions.
• Compliance and Reporting:
  • Ensure IAM solutions meet compliance requirements such as SOX, ETC.
  • Generate reports for auditing purposes and provide insights into the security posture of identity systems.
• Collaboration and Documentation:
  • Collaborate with security, IT, and compliance teams to define and implement identity governance frameworks.
  • Develop and maintain comprehensive documentation for all IAM solutions, policies, and procedures.
• Training and Knowledge Sharing:
  • Provide training to end-users and technical staff on IAM best practices, focusing on MFA, MIP, and encryption.
  • Stay up-to-date with industry trends and emerging technologies to continuously enhance the organization’s IAM capabilities.

Professional Attributes

• Leadership: Demonstrated ability to assist in leading cross-functional teams and manage technical resources, driving projects and solutions to successful completion.
• Problem-Solving: Strong analytical and troubleshooting skills with a proactive approach to identifying and resolving issues within complex identity and directory environments.
• Analytical Skills: Ability to analyze complex IAM issues and apply logical troubleshooting techniques to resolve identity-related problems.
• Attention to Detail: High accuracy and attention to detail in managing identity policies, systems configurations, and security protocols.
• Communication: Strong communication skills to collaborate with technical and non-technical stakeholders across the organization.
• Team Player: Ability to work effectively as part of a cross-functional team, with a focus on supporting the broader IAM strategy.
• Customer Focused: Demonstrated ability to deliver excellent service to internal and external stakeholders, focusing on user experience without compromising security.

Adaptability: Ability to quickly learn and adapt to new tools, technologies, and security practices in a dynamic IT environment.

Qualifications

Technical Experience Required

• DUO Multi-Factor Authentication (MFA):
  • Experience in administering and managing DUO MFA or similar authentication platforms.
  • Ability to configure, enforce, and troubleshoot MFA policies across diverse applications and systems.
• Microsoft Information Protection (MIP):
  • Hands-on experience with MIP, including policy configuration, data classification, and labeling.
  • Understanding of data protection frameworks and the ability to map them to MIP policies.
• Key Management Services (KMS):
  • Proficient in managing KMS for encryption key lifecycle management, including key rotation, storage, and compliance.
  • Strong understanding of encryption protocols and key management best practices.
• Mobile Device Management (MDM):
  • Knowledge of MDM platforms and their integration with IAM systems for device security and policy enforcement.
  • Experience managing mobile devices in an enterprise setting, focusing on compliance and access control.
• Active Directory (AD) and Azure AD (Entra ID):
  • Experience managing user accounts, group policies, and organizational units in Active Directory.
  • Familiarity with hybrid identity environments using Azure AD and Azure AD Connect for synchronization between on-prem and cloud identities.
• PowerShell Scripting:
  • Basic PowerShell scripting skills to automate tasks related to identity management, such as user provisioning, reporting, and troubleshooting.
• SIEM and Auditing Tools:
  • Familiarity with security information and event management (SIEM) tools for monitoring identity-related logs and events.
  • Experience generating audit reports for compliance purposes.

Programming and Tools

• Scripting and Programming Languages:
  • PowerShell:Proficiency in using PowerShell to automate identity tasks, generate reports, and troubleshoot issues.
  • Python (optional):Familiarity with Python for advanced IAM automation and integration tasks.
• IAM and Directory Tools:
  • DUO MFA:Expertise in configuring and maintaining DUO MFA for secure authentication.
  • Azure AD Connect:Experience with synchronization between on-prem AD and Azure AD for seamless hybrid identity management.
  • Microsoft Information Protection (MIP):Strong knowledge of MIP tools for implementing data protection policies.
• Encryption and Key Management Tools:
  • Experience with KMS solutions for managing encryption keys and ensuring compliance with security standards
• MDM Platforms:
  • Experience with leading MDM tools such as Microsoft Intune, MobileIron, or AirWatch for mobile device management and security.
• Monitoring and Logging:
  • Familiarity with SIEM platforms (e.g., Splunk, Microsoft Sentinel) for monitoring and auditing identity events and security logs.
• Career and Education Experience
  • Experience:
    • 6+ years of experience in IT or Information Security, with a focus on identity and access management.
    • 3+ years of direct experience working with DUO MFA, Microsoft Information Protection (MIP), and Key Management Services (KMS).
    • Experience with Mobile Device Management (MDM) platforms, Active Directory, and Azure AD (Entra ID).
  • Education:
    • BA or BS in Information Technology, Computer Science, Information Security, or a related field. Equivalent hands-on experience in IAM may be considered in lieu of a degree.
    • Relevant certifications such as Microsoft Certified: Identity and Access Administrator, Certified Information Systems Security Professional (CISSP), or DUO Security Administrator are desirable.

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