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Tier-1 brand, mid-level experience, metro location, and broad skills create high candidate competition.
Conversational AI skills transferable but contact-centre platform expertise increases domain specificity.
Explicit 4-8 years plus extensive mandatory tech stack and certifications increase screening strictness.
Lead design and architecture of AI-driven contact centre transformation solutions including Voice Bots, Chatbots, and multilingual conversational AI.
Develop and optimize solutions using technologies such as Genesys, Avaya, Amazon Connect, Google CCAI, Azure Cognitive Services, AWS Lex, Kore.ai, and Yellow.ai, integrating with IVR, CRM, ticketing, and backend APIs.
Lead DevOps practices including CI/CD, containerization, cloud-native deployments while ensuring security, scalability, resilience, and compliance; mentor junior developers and align technical solutions with business goals.
4 to 7 years of relevant work experience in contact centre transformation and AI-driven automation.
Bachelor's degree in Computer Science, Computer Engineering, Information Systems, or related fields (BE/BTech/MCA/MTech/MBA).
Mandatory skills: Advanced Python programming (async, API development), experience with vector databases, embedding models, RAG pipeline implementation, prompt engineering, and modern software development practices (Git, CI/CD, testing).
Experience with contact centre platforms (Genesys, Avaya, Amazon Connect, Google CCAI), conversational AI tools (Kore.ai, Yellow.ai, Azure Cognitive Services, AWS Lex), DevOps tools (Docker, Kubernetes), cloud platforms (AWS, Azure, GCP), and enterprise compliance (GDPR, HIPAA, PCI-DSS).
Experienced in architecting enterprise-grade AI-powered customer engagement platforms with demonstrated leadership in complex contact centre transformation projects.
Strong background in integration of conversational AI with multiple enterprise systems (IVR, CRM, ticketing, backend APIs) and skilled in cloud-native, containerized deployments.
Technically proficient with a strategic focus on security-first, scalable, resilient architectures and hands-on mentoring, capable of driving innovation and aligning solutions with business objectives.