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Tier-1 brand, metro location, and wide AI/LLM skillset increase candidate competition.
Conversational AI, CCaaS, and LLM specialization create strong domain bias, making background fit sensitivity high.
Explicit years plus many mandatory domain skills and certifications make shortlisting highly strict.
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Design, build, and deploy conversational AI systems including chatbots and voicebots on CCaaS platforms to improve customer service metrics like containment rate and CSAT.
Develop and maintain LLM-powered agents with multi-step reasoning, integrating them with backend systems via APIs and implementing RAG pipelines for accurate, grounded responses.
Own end-to-end bot lifecycle including conversation design, NLU model tuning, integration, testing, deployment, and ongoing optimization within a fast-paced environment.
Bachelor's degree required.
Minimum 2 years of professional experience.
Proficiency in English (oral and written) mandatory.
Hands-on experience with at least one CCaaS platform such as NICE CXone, Genesys Cloud, Amazon Connect, Five9, Avaya, or Twilio Flex.
Proven experience delivering end-to-end conversational or agentic AI solutions independently, including design through go-live and post-deployment optimization.
Strong technical expertise with NLU engines, LLM frameworks (e.g., OpenAI, LangChain), and scripting languages like Python or JavaScript for integrations and custom logic.
Ability to interpret chatbot analytics, define evaluation metrics for AI quality, and mentor junior engineers, indicating a senior associate or emerging lead operating style.