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Manager CX AI Designer
Full-time
DTDC's Digital CX function (based in Mumbai) is looking for an AI Conversation Designer & Trainer to design, train, and continuously improve AI-driven customer interactions across chat and voice platforms. You'll build next-generation AI systems that not only respond to queries but understand intent, take actions, and resolve issues end-to-end, working at the intersection of AI, customer experience, and operations.
Key Responsibilities
Design and optimize conversational flows for use cases such as tracking, delivery exceptions, NDR, rescheduling, and complaints.
Train and fine-tune AI/ML models using real customer interaction data to improve intent recognition and response quality.
Continuously monitor AI performance and identify improvement opportunities from live data and feedback.
Enable action-oriented workflows (e.g. rescheduling deliveries, updating shipment details, triggering notifications).
Collaborate with technology, customer support, and operations teams to ensure seamless execution.
Develop and refine prompts for LLM-based systems to ensure accurate, contextual, brand-aligned responses.
Analyze conversation data to identify trends, gaps, and failure points, and implement corrective actions.
Desired Profile
3+ years of experience in Conversational AI, Chatbot Design, Customer Experience, Product, or related roles.
Strong understanding of conversational design principles and user interaction flows.
Hands-on experience or familiarity with AI/ML systems, including LLMs and prompt engineering.
Exposure to voice bots or conversational AI in telephony systems.
Ability to interpret data and derive actionable insights, with strong problem-solving and attention to detail.
Preferred Skills
Experience in logistics, e-commerce, or high-volume customer support environments.
Familiarity with analytics tools and KPI tracking frameworks.
