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Senior Developer - CX Implementation
Full-time
Experience
5-6 years
About Organization
Firstsource is a leading provider of business process management services. We specialize in delivering innovative and digitally empowered customer experience solutions. Our expertise spans across various industries, including healthcare, telecommunications, banking, and financial services. At Firstsource, we are committed to driving digital transformation and helping our clients achieve their business goals through cutting-edge technology and exceptional service.
About Role
We are looking for a Senior Developer with deep hands-on expertise in the Kore.ai XO Platform to lead the development of conversational AI and contact center automation solutions. The ideal candidate will bring strong technical skills in conversational IVR and chatbot implementation, real-time agent assist, and backend integrations, along with the ability to take ownership of solution delivery from design interpretation through to production deployment. This is a highly visible, hands-on role that involves working closely with cross-functional teams to build scalable, high-performance AI experiences across voice and digital channels.
Responsibilities
Own end-to-end development and implementation of Kore.ai solutions including voice bots (Conversational IVR), chatbot, agent assist, quality management automation and post contact analytics & insights
Build and enhance complex dialog tasks, event handling, conditional logic, and NLP training flows on the Kore.ai XO platform
Implement real-time API integrations via service nodes, handle authentication flows, and manage session/context logic
Drive voice channel enablement, including SIP trunk configuration, intelligent call routing, and transfer logic
Develop components for Agent Assist, including intent recognition, real-time hints, and embedded knowledge surfacing
Lead code reviews, unit testing, debugging, and performance tuning
Guide and mentor junior developers, support their code, and help them grow Kore.ai platform skills
Collaborate closely with solution designers and architects to ensure timely and robust delivery
Contribute to reusable bot components, documentation, and delivery accelerators for future scaling
Technical Skills Required
Kore.ai XO Platform (v11): Dialog tasks, event nodes, conversational IVR, context management, bot lifecycle management
Programming: JavaScript (for scripting business logic), REST API integration, JSON parsing, async flows
Voice Enablement: SIP transfers, call routing logic, IVR tree design, real-time agent handoff
NLP & AI: Intent/entity training, pattern matching, sentiment analysis, knowledge graph integration
Tools & Testing: Emulator, NLP tuning, bot testing tools, Postman
Version Control: Git, Bitbucket
Databases: MongoDB, Redis (preferred)
DevOps Familiarity: Bot publishing, deployment workflows, change tracking
Qualifications
Bachelor’s degree in Computer Science, Engineering, or related field
5+ years of experience in software development with at least 3+ years of hands-on Kore.ai work
Experience working on enterprise-grade conversational AI projects across web, mobile, and voice channels
Kore.ai certifications (XO11, Smart Assist, Agent Assist, Search Assist) strongly preferred
Familiarity with Agile delivery, and customer-facing production deployments
What We Are Looking For
A hands-on Kore.ai developer with deep implementation experience and the ability to drive technical excellence
Someone who can lead by example, guide junior team members, and collaborate with cross-functional stakeholders
Strong analytical and problem-solving skills, with the ability to debug complex integrations and optimize performance
Good communication skills and comfort working in a client-facing, fast-paced delivery environment
A mindset of continuous learning and interest in shaping the future of customer experience through AI
