Location- Pune, Hyd
Exp- 5-10 yrs

Role Overview
We are looking for a Conversational AI Architect/Lead to design and deploy next-generation AI Agents and GenAI-driven automation. You will be responsible for transforming our customer service workplace by moving beyond simple "FAQ bots" into sophisticated, context-aware AI agents that can execute workflows, integrate with live knowledge bases, and provide human-like voice/chat interactions.
Key Responsibilities (Scope of Work)
AI Agent Deployment: Design and deploy end-to-end AI Agents and conversational automation use cases across both Voice and Chat channels.
Bot Orchestration & Workflow Design: Map complex customer journeys and design logic-based dialog flows that allow AI to hand off to human agents seamlessly when necessary.
Knowledge Integration: Integrate AI agents with internal Knowledge Bases (KBs), CMS, and CRMs to ensure "grounded" and accurate responses using RAG (Retrieval-Augmented Generation) frameworks.
Testing & Optimization: Lead rigorous testing phases to refine AI intent recognition,



reduce "hallucinations" in GenAI responses, and improve overall AI performance metrics (containment rate, sentiment score).
Transformation Strategy: Support AI-led transformation initiatives, identifying high-impact automation opportunities within existing customer service workflows.
Required Experience & Qualifications
GenAI Expertise: Proven track record of delivering Generative AI bots, LLM-based automation (GPT-4, Claude, etc.), or AI Proof of Concepts (POCs).
Conversational AI Foundations: Strong mastery of intent design, dialog flow management, and NLU (Natural Language Understanding) optimization.
Platform Exposure: Hands-on experience with Conversational AI platforms (e.g., Sprinklr AI, Genesys Cloud AI/Digital, Google Dialogflow, or Amazon Lex).
Customer Service Domain: Deep understanding of contact center automation challenges, including channel-switching and contextual continuity.
Technical Integration: Fa

📌 Conversational AI (India)
🏢 Tata Consultancy Services
📍 India