- Build Impactful Conversational Experiences : Design and deliver intelligent bots for both chat and voice channels, creating seamless customer journeys across web, WhatsApp, Facebook, and voice platforms.

- Work with Cutting-Edge AI Technologies : Implement conversational solutions powered by Generative AI (LLMs) and Agentic AI systems, enabling next-gen automation and personalization.

- Design End-to-End Architectures : Take ownership of the full solution - from ideation, wireframing, and flow design to API integration and production deployment.

- Collaborate with Cross-Functional Teams : Work closely with Product, Engineering, and Customer Service teams to align conversational solutions with business goals and deliver measurable impact.

- Influence the Future of Automation : Drive innovation, propose enhancements, and shape best practices to scale conversational AI across the organization.

You'll be set up for success if you have :

- Conversational AI Platforms : Expertise in Yellow.ai, Rasa, Dialogflow CX/ES, Cognigy, Kore.ai, or Microsoft Bot Framework.

- Custom Flow Design : Experience building dynamic bot flows, NLP tuning, fallback handling, and multi-language support.

- Channel Integrations : Ability to integrate bots across Web, WhatsApp, Facebook Messenger, and Voice (Dialogflow, Amazon Lex).

- Scripting Skills : Proficiency in JavaScript, Node.js, or Python for creating custom logic and dynamic responses.

- NLP Expertise : Strong understanding of intent/entity recognition, NER, slot-filling, dialogue state management, and conversation memory.

- Generative AI (LLM) : Hands-on experience with OpenAI GPT, Claude, Cohere, and prompt engineering (zero-shot, few-shot).

- Experience with Agentic AI systems is a strong plus.

- Voice Bot Development : Knowledge of STT/TTS integration and designing voice-optimized dialogues.

- API & Backend Experience : Strong understanding of RESTful APIs, webhooks, and event-driven architecture.

- Zendesk Experience : Familiarity with Zendesk Support, ZIS, or Ticketing API for bot-to-agent handoff and ticket automation (preferred).

- Analytical & Problem-Solving Mindset : Ability to use analytics to monitor bot performance, reduce fallback rates, and iteratively improve solutions.

- Collaboration & Communication Skills : Comfortable working with diverse teams and simplifying complex solutions for both technical and non-technical stakeholders.

- Adaptability : Thrives in a fast-paced, evolving environment, and proactively contributes to improving products and processes.