Call Center Representative

• Assess current-state contact center capabilities, architecture, and operating model.
• Review and validate transformation plans, migration approaches, and implementation roadmaps.
• Define target-state architecture, transition strategies, and phased transformation plans.
• Identify opportunities to improve customer experience, operational efficiency, scalability, and business outcomes.
• Provide strategic recommendations to client leadership and key stakeholders.
• Design and oversee contact center architectures across telephony, IVR, routing, workforce optimization, analytics, and customer engagement channels.
• Guide migration from legacy/on-premise contact center platforms to modern CCaaS environments.
• Review solution designs and provide architectural governance across implementation phases.
• Establish architecture standards, best practices, and integration approaches.
• Define approaches for migration of historical and real-time contact center data.
• Assess reporting, analytics, compliance, and downstream system impacts.
• Identify opportunities to leverage AI-driven capabilities such as virtual assistants, intent detection, sentiment analysis, predictive routing, and agent assist solutions.
• Support development of data and analytics strategies that enable reporting continuity and business insights.
• Conduct stakeholder workshops, discovery sessions, and architecture reviews.
• Translate business objectives into scalable technology solutions.
• Collaborate effectively with business, operations, technology teams, vendors, and implementation partners.
• Present recommendations, roadmaps, and architecture options to senior leadership and executive stakeholders.

Contact Center Transformation Architect – CCaaS Strategy

Learning and Development

• Translates audit outcomes into effective learning experiences
• Supports the Outpatient Audit program by delivering and reinforcing training to improve coding accuracy and audit quality
• Leverages findings from random and targeted outpatient coding audits to identify learning gaps and deliver targeted training, refreshers, and performance support
• Partners closely with Quality Analysts, Auditors, and Subject Matter Experts to ensure training content reflects current outpatient coding requirements and audit expectations

Outpatient Training Manager

Auditor

• Review medical records to verify services were provided as billed for Hospital Bill Audit reviews.
• Identify overcharges, undercharges and unbundled items.
• Identify unbundled items on the itemized bill specific to payer Unbundling Guidelines and provide references and rationale to support review findings.
• Onsite Travel – Maintain timely communication with Audit Coordinator regarding scheduling, completion and submission of audits. Abide by the EXL Travel policy while making travel arrangements for onsite audits.
• Scheduling Audits: Manage inventory and schedule audits timely by contacting the provider to schedule date and time to perform audits.
• Report any problems in the audit process to Manager for resolution.
• Comply with HIPAA and other regulations regarding the confidentiality of patient information.
• Conduct all job functions and responsibilities in accordance with all company Compliance, Information Security and Regulatory policies, procedures and programs.

Itemized Bill Review Auditor III

Hospital Bill Auditor III

Analyst

• Conduct quality reviews of completed audits
• Ensure compliance with CMS regulations, internal policies client requirements, and audit methodologies
• Evaluate the accuracy, consistency, and defensibility of audit determinations
• Identify trends and process improvement opportunities
• Contribute to overall quality performance and operational excellence

Quality Analyst – Skilled Nursing Facility, Patient-Driven Payment Model

AI Engineer

• Drive the architecture, design, and engineering solutioning of scalable AI-powered enterprise platforms across EXL’s strategic engagements.
• Anchor the technology vision across Data, CX, AI, and Automation layers, supporting both sales pursuits and client delivery.
• Lead Deep Tech capability, partner ecosystem and client pursuits.

VP, AI Consulting Engineering Lead

• Defining the technical vision, designing robust solutions with a primary focus on CCAI Agent Assist and Dialogflow CX
• Leading the end-to-end development of Google Contact Center AI (CCAI) initiatives

Senior AI Engineer

Full-stack Engineer

• Lead and support multiple client engagements within the Life Insurance and Annuity domain.
• Collaborate with business stakeholders, project managers, business analysts, and development teams to analyze business requirements and design effective technical solutions.
• Participate in project planning, estimation, and solution architecture discussions.
• Conduct design reviews and provide recommendations on application architecture, data flow, and system integration.
• Ensure adherence to Project Life Cycle Methodology, IT control policies, and corporate architecture standards.
• Prepare and maintain high-level and low-level technical design documents and specifications.
• Provide technical leadership to development and support teams across onshore and offshore locations.
• Drive code quality through code reviews, best practices, and development standards.
• Identify opportunities for process improvement, automation, and adoption of emerging technologies.
• Stay current with industry trends, technologies, and market developments related to Life Insurance and Annuity products.
• Must be able to understand and leverage latest AI capabilities via enterprise tools like GitHub Copilot, Claude Code and in-house Models to gain operational efficiency and high throughput.

Onshore Technical Lead, Senior Manager

Cloud Engineer

• Design and build robust, scalable data transformation pipelines using SQL, DBT, and Jinja templating
• Develop and maintain data architecture and standards for Data Integration and Data Warehousing projects using DBT and Amazon Redshift
• Collaborate with cross-functional teams to gather requirements and deliver dimensional data models that serve as a single source of truth
• Own the full stack of data modeling in DBT to empower analysts, data scientists, and BI engineers
• Enhance and maintain the analytics codebase, including DBT models, SQL scripts, and ERD documentation
• Ensure data quality, governance alignment, and operational readiness of data pipelines
• Apply software engineering best practices such as version control, CI/CD, and code reviews
• Optimize SQL queries for performance, scalability, and maintainability across large datasets
• Implement best practices for SQL performance tuning, including partitioning, clustering, and materialized views
• Build and manage infrastructure as code using AWS CDK for scalable and repeatable deployments. Integrate and automate deployment workflows using AWS CodeCommit, CodePipeline, and related DevOps tools
• Support Agile development processes and collaborate with offshore teams
• Perform comprehensive data profiling on staging datasets to assess completeness, accuracy, consistency, timeliness, and conformity with business rules before downstream ingestion.
• Conduct gap analysis between source, staging, and target data models to identify missing attributes, mismatched definitions, and transformation issues impacting reporting and analytics.
• Partner with business SMEs, product owners, and analytics teams to clarify data definitions, resolve ambiguities, and prioritize remediation of critical data gaps.

AWS Data Engineer

• Perform detailed hospital outpatient facility audits with a strong focus on APC assignment, payment status indicators, revenue code alignment, and OPPS reimbursement logic.
• Review outpatient claims to validate correct CPT/HCPCS-to-APC mapping, ensuring accurate reporting of CPT/HCPCS codes, modifiers, revenue codes, and charge structures that directly impact APC payment.
• Audit UB-04 facility claims to evaluate APC packaging rules, including bundled payment of ancillary services, supplies and minor procedures, and drug administration services packaged into primary procedures.
• Conduct audits across infusion therapy, outpatient surgeries, imaging, and interventional radiology to verify correct APC assignment.

Outpatient Auditor III

Account Manager

• Support day-to-day account management and client engagement across assigned healthcare accounts to support client satisfaction, retention, and revenue growth.
• Develop account intelligence by tracking client priorities, whitespace opportunities, and competitive positioning across assigned accounts.
• Drive prospecting within assigned accounts by researching target executives, and creating targeted outreach plans to expand EXL’s footprint.
• Lead presales, solutioning, and client enablement activities aligned with EXL’s healthcare growth strategy.
• Develop integrated solutions for new revenue pursuits across healthcare operations, finance and accounting, revenue cycle, data & analytics, AI and digital transformation.
• Orchestrate RFP and RFI process across healthcare provider pursuits, including solution design, stakeholder coordination, and submission management.
• Maintain and update SFDC records for assigned accounts, opportunities, contacts, pursuits, and account-level activities.
• Support preparation of weekly, monthly, and quarterly business review materials for sales and account management teams.
• Maintain data quality across sales and account management trackers, templates, and systems.

Senior Manager – Account Management

Data Analyst

• Act as liaison between technical and business teams
• Connect with Client SME & understand functionality, data
• Perform data profiling and standardization of reference and master data
• Work on data mapping, lineage docs, data models, and design docs for stakeholder understanding

Business Data Analyst

Data Scientist

• Lead delivery of advanced analytics and machine learning solutions for a large-scale transformation program within insurance practice.
• Bridge business objectives, data science execution, and delivery excellence.
• Remain deeply involved in model development and technical design.
• Coordinate with offshore team to ensure delivery quality.

Senior Data Scientist

QA Engineer

• Responsible for maintaining overall SLA for Technical Operations.
• Work closely with ServiceDesk and Level 1 teams to streamline query management.
• Must understand the business and application workflows of the supporting systems.
• Responsible for proactive monitoring of application uptime and reduction in incidents.
• Organize and coordinate major incident management and critical outages.
• Triage and collate monthly operational KPIs to identify areas of process improvements.
• Train and mentor team members on supporting systems.
• Handle escalations and drive initiatives that enable the Level 2 support team to function more efficiently.
• Automate and execute QA plans for EXL Digital solutions that utilize EXL Digital products and solutions to improve client outcomes.
• Contribute to Cloud QA best practices around test automation, test execution, and result reporting for the Digital team.
• Share QA findings with the Cloud COE and Digital peer teams to enhance future offerings.

QA Engineer – Payment Domain

• Provide strategic and technical leadership across multiple AI/ML modeling workstreams, ensuring alignment with business
• Oversee full model lifecycle across all workstreams — including development, validation, independent assessment, performance optimization, monitoring, documentation, and governance.
• Establish and enforce consistent modeling standards, methodology frameworks, explainability practices, and bias testing protocols across team.
• Act as a primary escalation point for model risk, governance issues, technical challenges, partnering with risk, compliance as needed.
• Lead model review and approval processes, ensuring all models meet internal governance requirements and applicable regulatory standards.
• Translate complex modeling outcomes and technical findings into clear, actionable insights for executive and non-technical stakeholders.
• Drive evaluation and adoption of emerging AI/ML tools, platforms, and methodologies, providing evidence-based recommendations to leadership.
• Recruit, mentor, and develop a high-performing team of senior and mid-level modelers, fostering a culture of technical rigor and continuous improvement.
• Define team's long-term analytical roadmap, balancing innovation with BAU delivery.
• Collaborate cross-functionally with data engineering, technology, operations, and business teams to align modeling solutions with broader organizational objectives.