Job Title:  T&T- Customer- CS&D -| Conversational AI | Mumbai | Manager

The team:

CS&D 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

Relevant Years of Experience 7-10 years

Location – Mumbai
Education - Any Graduate

Key Responsibilities

- Lead the design and development of conversational AI solutions using Kore AI.  

- Oversee the end-to-end implementation of chatbot projects.  

- Provide technical leadership and mentor team members.  

- Define architecture and ensure scalability and performance of solutions.  

- Collaborate with stakeholders to align technical solutions with business needs.  

- Integrate chatbots with backend systems and third-party services.  

- Monitor and optimize chatbot performance using analytics.  

- Troubleshoot and resolve complex technical issues.  

- Ensure adherence to best practices, security, and compliance standards.  

- Prepare technical documentation and project status reports.

Skillsets  

- Expertise in Kore AI platform and conversational AI frameworks.  

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

- Knowledge of Natural Language Processing (NLP) and Machine Learning.  

- Experience in API development and integrations.  

- Understanding of enterprise architecture and system integrations.  

- Strong problem-solving and debugging skills.  

- Excellent leadership and team management abilities.  

- Knowledge of CI/CD pipelines and DevOps practices.  

- Familiarity with cloud platforms (e.g., Azure, AWS, GCP).  

- Strong communication and stakeholder collaboration skills. 

Nice-to-Have (Differentiators)

• Experience with GenAI / Agentic AI in contact centers

• Exposure to multi-lingual Voice AI deployments

• Prior experience in Banking, Telecom, or Healthcare domains

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