Convo & Agentic AI Developer -Associate 2

Overview

As a Convo & Agentic AI Developer (Associate 2), you design and implement AI systems for contact-center voicebots and chatbots that turn raw data into actionable insights.

What you'll do

• Design, build, and maintain intents, entities, dialog flows, and NLU models for voicebots/chatbots across CCaaS platforms.
• Configure and tune IVR call flows and related voice settings such as DTMF/ASR grammar, barge-in, and voice biometrics.
• Write, test, and iterate conversation scripts/prompts, including fallback/escalation to human agents.
• Monitor bot performance metrics and continuously retrain/tune NLU models using production utterances.
• Build LLM-powered agents for multi-step reasoning, tool/API invocation, and contact-center task completion.
• Implement RAG pipelines and orchestrate multi-agent workflows with handoffs and human-in-the-loop checkpoints.

What you'll need

• 2–5 years of experience.
• Hands-on experience with at least one CCaaS platform (e.g., NICE CXone, Genesys Cloud, Amazon Connect, Five9, Avaya, Twilio Flex).
• Practical experience building chatbots/voicebots using NLU engines (e.g., Dialogflow, Amazon Lex, Microsoft Bot Framework, IBM Watson Assistant, Nuance Mix).
• Working knowledge of LLMs/agentic frameworks and prompt engineering fundamentals.
• Understanding of RAG architecture, vector databases (e.g., Pinecone, Weaviate, FAISS), and REST/webhook integration.
• Proficiency in English (oral and written) is required.

Details

• Location: Bangalore.
• Travel requirement: up to 40%.