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LUCY Support Administrator
Ref No.: 19-00103
Location: Cary, North Carolina
Position:- LUCY Support Administrator 
Location:- Cary,NC

NOTE:- Need Knowledge or understanding of Bot framework, NLP technologies/IBM Watson etc.

Below are the KEY skills required.

  • Powershell, VB scripting – Basically a scripting knowledge is needed and ability to learn
  • Chatbots – Knowledge on AI Bots, how BOTs are developed and/or strategy to develop these
  • IBM Watson highly preferred
  • Able to understand automation landscape and/or worked in this space
  • Hands EX on API development and Integration with various tools/process
  • Analytics skills to be able to Analysis data that drive the shift left via automation/AI BOTs
  • Able to run a program across client and CAT w.r.t. shift left via automation/AI BOTs
  • Able to understand the requirements and develop plans – good to have as he/she will run a technical program
  • Work as a team player in offshore and onsite model including customer too


LUCY Support Administrator is expected to work with service track leads and Service Delivery Manager from the delivery organizations and other groups like MSI teams (Migration & System Integration), DRYICE Team etc., Coordinate and drive towards resolution for issues reported on LUCY Application, Application performance and all other pertaining to LUCY.  A point for contact for Customers, delivery Team & LUCY Team in client.


  • Generating and Sharing reports with relevant Stakeholders on LUCY's Support Performance Related Metrics
  • Monitoring and Identifying of changes required for trained use-cases in LUCY to improve accuracy of responses.
  • Working with the Cognitive SME's from DRYiCE team for retraining new use-cases.
  • Effective follow-up on issues reported/identified in LUCY Application and resolve within the agreed SLA.
  • Alert Platform support Team for issues such as Lucy Application is inaccessible, login issues, response issues, inappropriate responses, integration issues, validation issues etc.,
  • Perform basic minimum level support to Desk agents
  • Perform BAU support activities.
  • Capture Incidents (all levels) occurring with LUCY application
  • Identify Enhancements/ New changes in LUCY
  • To ensure and validate, if the change or issue occurred over the application falls within the preview of agreed scope of work for the Lucy platform team
  • Responsible for reporting any enhancement requirements or new changes to the existing setup of LUCY. These enhancements could be
  • Inclusion of new use cases/knowledge articles
  • Addition of new enterprise integrations
  • Improvising the language used in configuring use cases
  • Changes to existing integrations
  • Alterations or enhancements in the existing structure of use-cases
  • Any structural/cosmetic change or customization in LUCY's GUI or resolution/feedback design.
  • Disciplined, systematic problem solving skills required.
  • Hands-on work experience with the following:
  • Windows Operating systems
  • Clients: Windows7, Windows Vista, Windows XP, Windows 2000
  • Servers: Windows 2000, Windows 2003, Windows 2008,
  • Knowledge of Active Directory, Exchange 2003/2007
  • In depth technical skills on at least 2 areas – Cloud Workplace Solutions (Azure/AWS), Service desk, Active Directory, Office 365, Enterprise Mobility Management, Field Support, Citrix/VDI & BYOD, Niche Product Knowledge in End User Computing space.
  • ITSM ticketing tools such as Remedy, Client Service Center, client Service Center
  • Remote desktop connectivity applications like SMS, Bomgar, WebEx, Live Meeting, and Windows Native tools
  • MS Office Suite (XP, 2003, 2007 and 2010): MS-Word, MS-Excel, MS-PowerPoint, MS-Outlook, MS Project, and MS Visio
  • Internet browsers (e.g. Explorer, Chrome, Firefox),VPN and remote dial-in users
  • Support for laptop, desktops, and printers
  • PDA and blackberry support
  • Others: Adobe Acrobat and other common desktop applications like WinZip, etc.
If any one interested please contact Shashi at  760-463-9309/760-307-4259