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Conversational AI & GenAI Implementation Lead
Full-time
Location- Pune, Hyd
Exp- 5-10 yrs
Role Overview
We are looking for a
Conversational AI Architect/Lead
to design and deploy next-generation AI Agents and GenAI-driven automation. You will be responsible for transforming our customer service environment by moving beyond simple "FAQ bots" into sophisticated, context-aware AI agents that can execute workflows, integrate with live knowledge bases, and provide human-like voice/chat interactions.
### Key Responsibilities (Scope of Work)
AI Agent Deployment:
Design and deploy end-to-end AI Agents and conversational automation use cases across both Voice and Chat channels.
Bot Orchestration & Workflow Design:
Map complex customer journeys and design logic-based dialog flows that allow AI to hand off to human agents seamlessly when necessary.
Knowledge Integration:
Integrate AI agents with internal Knowledge Bases (KBs), CMS, and CRMs to ensure "grounded" and accurate responses using RAG (Retrieval-Augmented Generation) frameworks.
Testing & Optimization:
Lead rigorous testing phases to refine AI intent recognition, reduce "hallucinations" in GenAI responses, and improve overall AI performance metrics (containment rate, sentiment score).
Transformation Strategy:
Support AI-led transformation initiatives, identifying high-impact automation opportunities within existing customer service workflows.
### Required Experience & Qualifications
GenAI Expertise:
Proven track record of delivering Generative AI bots, LLM-based automation (GPT-4, Claude, etc.), or AI Proof of Concepts (POCs).
Conversational AI Foundations:
Strong mastery of intent design, dialog flow management, and NLU (Natural Language Understanding) optimization.
Platform Exposure:
Hands-on experience with Conversational AI platforms (e.g.,
Sprinklr AI, Genesys Cloud AI/Digital, Google Dialogflow, or Amazon Lex
).
Customer Service Domain:
Deep understanding of contact center automation challenges, including channel-switching and contextual continuity.
Technical Integration:
Familiarity with API integrations (REST/SOAP) to connect AI agents to third-party data sources.
### Preferred Background
Profiles with direct experience in
Sprinklr Unified-CXM
or
Genesys Cloud Architect
will be given strong preference.
Experience in prompt engineering and fine-tuning AI models for specific brand voices.
