Job Title:  T&T-Customer - CS&D Conversational AI | Bengaluru -Associate Director

The team:

Customer  is about much more than just the numbers. It’s about attesting to accomplishments and challenges and helping to assure strong foundations for future aspirations. Deloitte exemplifies the what, how, and why of change so you’re always ready to act ahead. Learn more about Customer

Role –  Conversational AI

Responsibilities: 

- Design and implement conversational AI solutions using Kore AI platform.  

- Analyze client requirements and translate them into bot functionalities.  

- Develop conversational flows, intents, and dialog scripts.  

- Integrate chatbots with enterprise systems and third-party APIs.  

- Optimize bot performance using analytics and NLP tuning.  

- Collaborate with cross-functional teams for end-to-end solution delivery.  

- Provide technical guidance and troubleshoot implementation issues.  

- Ensure adherence to conversational AI best practices and standards.  

- Conduct user acceptance testing and resolve feedback issues.  

- Prepare and maintain documentation for bot architecture and processes.

Skillsets:

- Expertise in Kore AI platform and bot-building tools.  

- Proficiency in Natural Language Processing (NLP) and Machine Learning.  

- Strong programming skills (e.g., Python, JavaScript, Node.js).  

- Experience in API integrations and webhooks.  

- Knowledge of conversational design principles and UX.  

- Familiarity with enterprise applications (CRM, ERP, etc.).  

- Strong analytical and problem-solving skills.  

- Ability to handle data analytics and bot optimization metrics.  

- Excellent communication and stakeholder management skills.  

- Experience with Agile development methodologies.

Required Qualifications:

• Bachelor’s/Master’s degree in Engineering, Computer Science, or related field

• Strong experience in Contact Centre transformation or CCaaS programs

• Proven track record managing large, complex technology programs

Level of Experience Required

• 11-15 years’ experience in project – definition and implementation - facilitating requirements gathering sessions with stakeholders, documenting requirements, user stories, backlog management
• Education : Btech/ BE/ MBA/ MCA

Location and way of working

• Location- Bangalore
• Working from the office at least 3 days a week is mandatory, with a hybrid model tailored to each domain’s specific needs