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PwC brand, Bangalore location and mid-level range increase competition, though conversational AI specialization narrows the pool.
Conversational AI plus contact-center platform expertise requires domain-specific experience, limiting cross-industry transferability somewhat.
Many mandatory technical platforms, explicit years requirement, and specialized GenAI/RAG skills make shortlisting strict.
Lead design and architecture of advanced AI-driven contact centre transformation solutions including Voice Bots, Chatbots, and multilingual conversational AI.
Develop and optimize Gen AI-powered knowledge bases (RAG), agent assist frameworks, and automated quality audit systems integrating with IVR, CRM, ticketing, and backend APIs.
Drive enterprise-grade projects using technologies like Genesys, Avaya, Amazon Connect, Google CCAI, plus lead DevOps practices such as CI/CD, containerization, and cloud deployments while mentoring junior engineers.
4 to 7 years of relevant experience in contact centre and conversational AI development.
Bachelor’s degree in Computer Science, Computer Engineering, Information Systems, or related fields (BE/BTech/MCA/MTech/MBA).
Proficient in advanced Python and Node.js programming, including async programming and API development; strong microservices and API-first design skills.
Experience with contact centre platforms (Genesys, Avaya, Amazon Connect, Google CCAI) and cloud-native DevOps practices (CI/CD, Docker, Kubernetes, AWS/Azure/GCP).
Experienced in architecting scalable AI and automation solutions in enterprise contact centre environments using Conversational AI platforms and Gen AI knowledge systems.
Demonstrates expertise in integrating multi-channel bots with CRM and ticketing systems and implementing security and compliance standards (GDPR, HIPAA, PCI-DSS).
Familiar with modern development, deployment, and monitoring practices, able to lead technical initiatives and mentor junior team members in a client-driven delivery context.