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Senior Associate, Chatbots / Voicebots (GCC Advisory)
Full-time
Contact Centre Transformation (Chat and Voice AI)
PwC Advisory is seeking a Senior Developer with deep expertise in contact centre transformation and advanced AI-driven automation. The role involves architecting scalable solutions, leading technical initiatives, mentoring junior engineers and driving innovation across enterprise customer engagement platforms. Looking for candidates with 4 to 8 years of experience.
Responsibilities
Lead the design and architecture of end-to-end contact centre transformation solutions.
Build and optimise voice bots, chatbots, email bots and multilingual conversational AI solutions.
Architect GenAI-powered knowledge bases (RAG), agent assist frameworks and auto quality audit systems.
Drive transformation projects using Genesys, Avaya, Amazon Connect, Google CCAI, Azure Cognitive Services, AWS Lex, Kore.ai and Yellow.ai.
Integrate solutions with IVR systems, CRM platforms, ticketing modules and backend APIs.
Deliver high-quality solutions using Python, Node.js, microservices and API-first design.
Lead DevOps practices: CI/CD pipelines, containerisation and cloud-native deployments.
Mentor junior developers and align technical solutions with business goals.
Required Skills and Experience
Contact centre platforms: Genesys, Avaya, Amazon Connect, Google CCAI
Conversational AI and bots: voice, chat and email bots, multilingual bots, agent assist, auto QA
GenAI and knowledge systems: RAG-based knowledge bases, contextual knowledge retrieval
Integrations: IVR, CRM (Salesforce, Dynamics), ticketing (ServiceNow, Zendesk), backend APIs
Programming: expert Python and Node.js, microservices, event-driven systems
DevOps and cloud: CI/CD, Docker, Kubernetes, AWS, Azure, GCP
Enterprise practices: security-first design, compliance (GDPR, HIPAA, PCI-DSS)
Mandatory Skill Sets
Advanced Python with async programming and API development
Experience with vector databases and embedding models
Implementing RAG pipelines and knowledge retrieval systems
Prompt engineering and LLM optimisation techniques
Modern software development practices (Git, CI/CD, testing)
Qualifications
Bachelor's degree in Computer Science, Computer Engineering, Information Systems or a related field. One relevant certification preferred (e.g. Genesys, Amazon Connect, Google CCAI, Kore.ai, or a major cloud architect certification).
