Job Title:  T&T - Customer - M&C-Senior Consultant | Digital Marketing | Mumbai

The Team

Customer has to do much more than keep the wheels turning; it is the engine that drives functional excellence and the enabler of innovation and long-term growth. Learn more about: Customer

Your work profile

As a  Senior Consultant in our M&C Team you’ll build and nurture positive working relationships with teams and clients with the intention to exceed client expectations: -

Education: B.E/B.Tech/M.Tech. 

Job Description: Conversation Specialist - Chatbot Requirements

We are looking for a Conversation Specialist who can own and drive business and functional requirements for chatbot-led customer journeys across digital channels, especially WhatsApp.

The role will involve understanding business use cases, mapping customer intents, designing conversation flows, coordinating with technology teams, and ensuring that chatbot experiences are simple, accurate, scalable, and customer-friendly.

Key Responsibilities

• Own requirement gathering for chatbot and conversational journeys across business teams.
• Translate business use cases into clear user stories, conversation flows, and functional specifications.
• Design and review chatbot flows for WhatsApp and other conversational channels.
• Work closely with product, business, UX, API, and development teams to define end-to-end solution requirements.
• Understand API dependencies, integration points, fallback journeys, and escalation paths.
• Conduct UAT, validate bot responses, and ensure journeys work as expected before launch.
• Track user feedback, drop-offs, failed intents, and improvement opportunities post launch.
• Maintain documentation for intents, flows, FAQs, API mappings, and change requests.

Required Skills

• Strong understanding of chatbot journeys, customer intents, and conversation design.
• Working knowledge of WhatsApp Business journeys and messaging formats.
• Ability to understand APIs, integration requirements, request-response structures, and error handling.
• Strong requirement documentation, stakeholder management, and UAT skills.
• Ability to work with business, technology, and platform teams.

Good to Have

• Experience with platforms such as Jio Haptik, Gupshup, Yellow.ai, Kore.ai, Verloop, Sprinklr, or similar conversational AI platforms.
• Understanding of NLP, intent training, entity extraction, bot analytics, and human handover journeys.
• Experience in customer service, commerce, payments, or self-service chatbot use cases.

Ideal Candidate

A structured and detail-oriented professional who can bridge business needs and technology execution, while ensuring chatbot journeys are intuitive, reliable, and aligned to customer expectations.

Your role as a Senior consultant:  

We expect our people to embrace and live our purpose by challenging themselves to identify issues that are most important for our clients, our people, and for society.

In addition to living our purpose, Senior Executive across our organization must strive to be:

• Inspiring - Leading with integrity to build inclusion and motivation.
• Committed to creating purpose - Creating a sense of vision and purpose.
• Agile - Achieving high-quality results through collaboration and Team unity.
• Skilled at building diverse capability - Developing diverse capabilities for the future.
• Persuasive / Influencing - Persuading and influencing stakeholders.
• Collaborating - Partnering to build new solutions.
• Delivering value - Showing commercial acumen
• Committed to expanding business - Leveraging new business opportunities.
• Analytical Acumen - Leveraging data to recommend impactful approach and solutions through the power of analysis and visualization.
• Effective communication – Must be well abled to have well-structured and well-articulated conversations to achieve win-win possibilities.
• Engagement Management / Delivery Excellence - Effectively managing engagement(s) to ensure timely and proactive execution as well as course correction for

the success of engagement(s)

• Managing change - Responding to changing environment with resilience
• Managing Quality & Risk - Delivering high quality results and mitigating risks with utmost integrity and precision
• Strategic Thinking & Problem Solving - Applying strategic mindset to solve business issues and complex problems.
• Tech Savvy - Leveraging ethical technology practices to deliver high impact for clients and for Deloitte.
• Empathetic leadership and inclusivity - creating a safe and thriving environment where everyone's valued for who they are, use empathy to understand others to adapt our behaviors and attitudes to become more inclusive