Role overview

Key facts

Remote from: India
Full time
English

Other skills

Quality Assurance
Metric System
Plan Execution
Leadership
Team Building
Coaching
Communication
Teamwork

About the company

Full Potential Solutions

Full Potential Solutions (FPS) is a new kind of performance-based outsourcing firm that puts culture and employees first, because we believe that happy, fulfilled teams accomplish great things. FPS develops comprehensive multichannel solutions for our partners to drive breakthrough business results. With a focus on increasing customer lifetime value and reducing acquisition costs for large brands, FPS couples the best people with our proprietary analytics and technology to implement effective strategies so our partners can reach their full potential. We develop and implement programs leveraging voice, email, and chat, coupled with direct mail and analytics to improve and optimize: sales / customer acquisition, lead generation, customer care, up-selling, retention and tech support. Our Culture We’re a group of trailblazers and doers. We love knocking down a complex problem and finding a solution. We challenge each other every day to perform our best, and take care of each other while doing it. At FPS, we are committed to creating an exciting culture of collaboration, innovation, leadership and fun. We take the time to invest in our people, providing them with comprehensive tools and training, and develop fulfilling paths for long-term career growth. Our team operates according to four core values that govern everything we do! - Integrity: Do what’s right and put team before self. - Excellence: Deliver exceptional results and reward performance. - Accountability: Take ownership and pride in our work. - Grace: Respect and appreciate one another; make your work personal! Interested? We're Hiring! We’re looking for smart, driven and talented people at all levels to join our rapidly growing team here in Kansas City, Missouri, USA, Waltham, Massachusetts, USA, Manila, Philippines and Chennai, India.

Company details

Company size1001 - 5000

Links

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Job description

About Us

Full Potential Solutions (FPS) is a performance-based, analytically driven omnichannel solutions organization with operations in Kansas City, MO, Chennai, India, Bogota, Colombia, and Manila, Philippines that puts culture and employees first. We are a rapidly growing global company, employing the best people, processes, and proprietary technology to deliver groundbreaking solutions for our clients and fulfilling careers for our employees.

We invest in our people and put culture first because we believe that happy, fulfilled teams deliver breakthrough results. FPS offers a competitive suite of benefits for our employees, including a lucrative compensation program, medical, dental, and vision benefits, and the opportunity for high-potential career growth with a fast-growing company.

Our Core Values:

Integrity - Do what’s right for everyone: clients, shareholders, partners & colleagues, TEAM is more important than self, and create an atmosphere of mutual respect
Excellence - Deliver exceptional client results, Reward and recognize performance, and Relentless pursuit of improvement
Accountability - Act like an owner, take pride in our work, Measure results (your own and our clients), Be passionate
Grace - Respect and appreciate differences, Care for one another, Humility, Make work personal

Our Mission: To create conditions within which people can thrive!

Conversational AI - Manager

Roles and Responsibilities:

People leadership & team development

Manage and coach engineers across levels (L1–L5), including onboarding, performance management, career development, and promotion readiness.
Build a high-trust feedback culture with strong engineering fundamentals (code review, testing, documentation, incident learning).
Recruit and hire across multiple levels; help scale the team responsibly.

Delivery & execution

Own delivery outcomes: planning, prioritization, scope control, and risk management across concurrent projects.
Collaborate with Product and stakeholders to translate requirements into clear technical plans and measurable milestones.
Establish and improve agile operating rhythms (sprint/kanban, roadmapping, retros, metrics).
Enforce CI/CD workflows (both with and without repositories)

Conversational AI platform leadership

Lead implementation and enhancement of solutions built on Cognigy and/or Amazon Lex + Amazon Q (chat/voice bots, routing, integrations, and knowledge-driven experiences).
Ensure best practices for conversational design implementation, NLU/LLM prompt/tooling hygiene, and safe fallbacks/hand-offs to live agents.
Improve bot quality through evaluation, testing strategies, monitoring, and iterative optimization.

Operational excellence & Cross-functional collaboration

Define and enforce standards for reliability, observability, and on-call readiness (SLOs, logging, dashboards, alerts).
Drive incident response and root-cause reviews; ensure learnings translate into durable engineering changes.
Work with security/compliance stakeholders for data handling, retention, and access controls when integrating customer data sources.