Convo & Agentic AI Developer-Senior Associate-Bangalore

Overview

Senior Associate for Convo & Agentic AI Developer roles in PwC’s Acceleration Center India, designing and deploying AI-driven conversation and agentic solutions for contact centers.

What you'll do

• Design and maintain intents, entities, dialog flows, and NLU models for voicebots/chatbots on CCaaS platforms.
• Configure and tune IVR call flows and voice settings for containment and CSAT.
• Write, test, and iterate conversation scripts/prompts with edge-case handling and fallback/escalation.
• Monitor bot performance metrics and retrain/tune NLU models using production utterances.
• Build LLM-powered agents for multi-step reasoning, tool/API calls, 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 years of experience.
• Oral and written proficiency in English required.
• Bachelor’s degree.
• Hands-on experience with at least one CCaaS platform (e.g., NICE CXone, Genesys Cloud/PureCloud, Amazon Connect, Five9, Avaya, Twilio Flex).
• Practical experience building chatbots/voicebots using NLU engines (e.g., Dialogflow, Amazon Lex, Microsoft Bot Framework, Watson Assistant, Nuance Mix).
• Working knowledge of LLMs/agentic frameworks and prompt engineering fundamentals.

• Familiarity with authentication/authorization and secure data exchange patterns across application tiers.

Details

• Location: Bangalore.