AI Solutions Expert - Call Centre Optimization – AI Expert SME

Full-Time All Postions Bellandur, Bengaluru 10 AM to 6 PM Joining: Immidiate

Job Description

We are seeking an innovative AI Expert to revolutionize our call center operations through cutting-edge artificial intelligence solutions. In this role, you will design, implement, and optimize AI-driven tools to enhance customer experience, automate workflows, and improve operational efficiency. This position is ideal for a tech-savvy professional passionate about leveraging AI to solve real-world challenges in customer service.

Requirements

• - Education: Bachelor’s/master’s in computer science, AI, Data Science, or related field.

• - Experience: 1\+ years in AI/ML development, preferably in customer service or BPO environments.

• Hands-on experience with chatbot platforms (e.g., Dialog flow, IBM Watson) and speech analytics tools.

• - Technical Skills:

• Proficiency in Python/R, TensorFlow/PyTorch, and NLP libraries .

• Experience with cloud platforms and APIs.

• Familiarity with call center software .

• - Soft Skills:

• - Strong problem-solving and analytical mindset.

• - Ability to translate business needs into technical solutions.

• - Excellent communication to collaborate with non-technical stakeholders.

• Good to Have

• - Certifications in AI/ML (e.g., AWS Certified ML Specialist, Google AI Certification).

• - Knowledge of generative AI (e.g., GPT-4) for customer interaction simulations.

• - Experience with real-time analytics dashboards (Power BI, Tableau).

Responsibilities

• - Develop AI Strategies: Design and deploy AI solutions (e.g., chatbots, voice bots, sentiment analysis tools) to streamline call center operations.

• - Integrate NLP & Machine Learning: Build and refine natural language processing (NLP) models for call routing, intent recognition, and real-time customer interaction analysis.

• - Automate Processes: Implement AI-powered tools for automated ticket resolution,

• predictive analytics, and self-service options.

• - Data-Driven Insights: Analyze customer interaction data to identify trends, reduce handle time, and improve satisfaction metrics (CSAT, NPS).

• - Collaborate with Teams: Partner with IT, customer service, and data teams to integrate AI tools into existing systems (e.g., CRM, IVR).

• - Monitor & Optimize: Continuously test and refine AI models for accuracy, scalability, and compliance with data privacy standards (GDPR, CCPA).

• - Stay Ahead of Trends: Research emerging AI/ML technologies (e.g., generative AI, speech recognition) and propose actionable upgrades.

What We Offer

• - Opportunity to shape AI-driven customer experiences in a high-impact role.

• - Competitive salary \+ performance bonuses.

• - Flexible work environment with remote/hybrid options.

• - Access to advanced tools, training, and global AI communities.

• - Career growth into leadership roles (AI Architect, Head of Automation).

If you believe you are the right fit for this position, please complete the application form.