AI Conversation Designer & Trainer (Customer Experience AI)

Location: Mumbai

Function: Digital CX

Reporting to : DGM CX (Direct)

Experience: 3+ years

About The Role

We are looking for a highly motivated professional to design, train, and continuously improve AI-driven customer interactions across chat and voice platforms. This role will play a key part in building next-generation AI systems that not only respond to customer queries but also understand intent, take actions, and resolve issues end-to-end. You will work at the intersection of AI, customer experience, and operations, contributing to the development of scalable, intelligent, and outcome-driven conversational systems.

Key Responsibilities-

Design and optimize conversational flows for customer interactions across use cases such as tracking, delivery exceptions, NDR, rescheduling, and complaints
Train and fine-tune AI/ML models using real customer interaction data to improve intent recognition and response quality




Continuously monitor AI performance and identify improvement opportunities based on live data and feedback
Enhance AI capabilities to enable action-oriented workflows (e.g., rescheduling deliveries, updating shipment details, triggering notifications)
Collaborate with cross-functional teams including technology, customer support, and operations to ensure seamless execution
Develop and refine prompts for LLM-based systems to ensure accurate, contextual, and brand-aligned responses
Analyze conversation data to identify trends, gaps, and failure points, and implement corrective actions

Desired Profile

3+ years of experience in Conversational AI, Chatbot Design, Customer Experience, Product, or related roles
Solid understanding of conversational design principles and user interaction flows
Hands-on experience or familiarity with AI/ML systems, including LLMs and prompt engineering
Exposure to voice bots or conversational AI in telephony systems
Ability to interpret data and derive actionabl

📌 Manager CX AI Designer (Mumbai)
🏢 DTDC Express
📍 Mumbai