Job Summary

Krisp V2V Translation Platform Operator Role code: SD_Krisp_L2 | Level 2 | Service Desk Services – AI-Enabled Multilingual Support Reports to Service window Platform Service Desk Manager / Lead (SD Manager L3) Aligned to supported language windows (8x5) and English 24x7 Location Languages in scope HCLTech India (platform operations) 8 non-English languages of the 9 supported Krisp — Live Voice-to-Voice and real-time chat translation ROLE PURPOSE Scope ref. Attachment 2-D §2.5.18 · DPA §4.1, §6 Operates the Live Voice-to-Voice and real-time chat translation capability that enables centralised multilingual support without a native-speaking agent for every language. Keeps translation quality, latency and compliance under control so that the translated channel performs at least as well as native-language delivery

Key Responsibilities

KEY RESPONSIBILITIES – CONTRACTUAL SCOPE • Administer and operate the V2V and real-time chat translation platform: language pair configuration, agent provisioning, session routing and integration with the Agent Workspace and telephony stack. • Monitor translation quality, latency and session stability in live operation; detect and remediate dialogue and language errors, and maintain the terminology and glossary set for Client-specific vocabulary. • Support agents in real time during translated interactions, including fallback to a native-language agent or callback where translation quality is insufficient. • Manage platform Incidents and Changes with the vendor, including root cause follow-up, release validation and regression checks before deployment to production queues. • Enforce data protection obligations for the translation processing: real-time processing only, no retention beyond agreed duration, and Standard Contractual Clauses for the cross-border transfer to the Sub-Processor in the USA (DPA §6). • Measure and report the operational impact of translated delivery on answer speed, first contact resolution and user satisfaction against the native-language baseline. • Deliver agent enablement and adoption support for the transformed delivery model introduced from Year 2 onwards, including training material and floor coaching. • Feed platform, coverage and quality improvements into the Continuous Improvement Plan and into the language coverage model (§3.11).

Skill Requirements

SKILLS & EXPERIENCE ESSENTIAL • 3–6 years in service desk operations, telephony or contact-centre platform administration. • Hands-on administration of a real-time translation, speech or contact-centre AI platform. • Understanding of voice routing, IVR, ACD and chat channel integration with an ITSM tool. • Working knowledge of GDPR obligations for voice and chat data, sub-processing and cross-border transfer. • Fluent professional English; analytical reporting capability. ROLE NOTES DESIRABLE • Familiarity with Krisp or comparable voice-to-voice translation solutions. • Proficiency in one or more of the supported non-English languages for quality sampling. • Experience deploying AI-assisted agent tooling at scale. • ITIL 4 Foundation. Languages in scope for translated delivery: English, French, German, Italian, Spanish, Spanish LATAM, Portuguese, Portuguese Brazil, Mandarin. English accounts for approximately 70% of ticket volume and remains natively staffed; the transformed model with V2V translation applies to the remaining languages from Year 2.

Other Requirements