AI Conversation Designer & Trainer (Customer Experience CX-AI)

Designation - Manager CX AI Designer

Location - Mumbai Sakinaka

Experience: 2+ years MINIMUM

GRADUATION IS MANDATORY

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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

- 2+ 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 actionable insights for continuous improvement
- Strong problem-solving mindset with attention to detail Excellent communication and collaboration skills

Key Performance Indicators (KPIs)

Improvement in AI-led query resolution rate

Increase in automation/containment rate without compromising customer experience

Reduction in escalations to human agents

Accuracy of intent recognition and response relevance

Improvement in customer satisfaction (CSAT) for AI-led interactions

Reduction in repeat queries and turnaround time for issue resolution

Speed and effectiveness in identifying and resolving AI performance gaps

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