Job Description

ABOUT THE ROLE

In this role, you’ll be the hands-on owner of how our AI assistant interacts, learns, and resolves user needs in EX. You’ll sit at the intersection of conversational design, data analytics, and product execution—taking full ownership of bot performance, intent fixes, and workflow configurations.

Key Responsibilities:

- Own the end-to-end AI experience for EX, including intent fixes, content development, workflow curation, and resolution outcomes.
- Create, consolidate, and refine Q&As; ensure accuracy, maintain persona & brand alignment.
- Convert Q&As; into structured knowledge articles; collaborate with the Content Strategy team on external content publishing.
- Conduct independent conversation audits; diagnose content vs model issues; recommend measurable fixes.




- Configure and maintain workflows, automations, and guardrails based on defined frameworks and business requirements.
- Analyze bot KPIs (resolution, deflection, fallback) and drive improvements.
- Collaborate with Product/Engineering for bug reporting, validation, and early feature feedback.
- Support lightweight data analysis using AI tools/dashboards.
- Execute requirements from IC3s/PM4s with complete accountability.
- Run simulations and E2E tests; validate changes; prep go-lives and documentation.
- Continuously update the bot with the latest approved content, configurations, and fixes.

📌 Specialist - Bots Strategy (Chennai)
🏢 FreshWorks
📍 Chennai