Convo & Agentic AI Developer -Senior Associate

Overview

Senior Associate Convo & Agentic AI Developer working on AI and Machine Learning solutions in PwC’s Technology Consulting practice at the Acceleration Center India.

What you'll do

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

What you'll need

• At least 5-8 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, Bot Framework, Watson Assistant, Nuance Mix).
• Working knowledge of LLMs/agentic frameworks and prompt engineering basics (e.g., OpenAI/Anthropic APIs, LangChain/LangGraph/Semantic Kernel).
• Understanding of RAG architecture and vector databases (e.g., Pinecone, Weaviate, FAISS).
• Experience in a programming/scripting language such as Python or JavaScript/Node.js.
• Clear written and verbal communication for documenting flows and collaborating with cross-functional teams.

Details

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