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Job Description
Structured overview of role & requirementsAbout This Role
Design, build, and maintain conversational AI components such as intents, entities, dialog flows, and NLU models on one or more CCaaS platforms.
Develop and deploy LLM-powered agents with multi-step reasoning and integrate with backend systems using RAG architectures and APIs.
Own end-to-end lifecycle of voicebot/chatbot solutions including design, development, testing, deployment, performance monitoring, and optimization across multiple platforms.
Minimum Requirements
Bachelor's or Master's degree in Engineering/Technology from a premier technical school.
2 to 5 years of relevant work experience in conversational AI development and CCaaS platforms.
Hands-on experience with at least one CCaaS platform (e.g., NICE CXone, Genesys Cloud, Amazon Connect) and NLU engines (e.g., Dialogflow, Amazon Lex).
Proficiency in programming languages such as Python or JavaScript and knowledge of APIs, cloud services, and conversational AI frameworks.
Ideal Candidate Profile
Experienced in independently owning at least one end-to-end conversational or agentic AI deployment from design through go-live.
Skilled in applying LLM frameworks, prompt engineering, multi-agent orchestration, and RAG techniques within contact center environments.
Capable of collaborating effectively with cross-functional teams including solution architects, QA, DevOps, and product owners under Agile methodologies.