Conversational ai & genai implementation lead

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 Gen AI-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 Gen AI 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

Gen AI 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.