Job Description

Job Title: Generative AI Specialist

Location: Gurugram/Chennai

Employment Type: Full-time - 5 days WFO

Department: Data & AI / Technology / Innovation

About the Role

We are seeking a proactive and detail-oriented Generative AI Specialist to bridge the gap between business needs and cutting-edge GenAI solutions. In this role, you will analyze business workflows, clean and curate voice-to-text (STT) and service interaction data, uncover recurring customer service patterns, and design, test, and optimize high-performing prompts for Generative AI applications.

You will play a direct role in elevating operational efficiency, improving customer experience, and transforming raw unstructured service data into actionable AI outputs.

Key Responsibilities

1. Business Requirements & Solution Alignment

Partner with cross-functional stakeholders (Operations, Customer Support, Product) to translate complex business challenges into GenAI-driven technical requirements.

Identify high-impact opportunities where Generative AI can automate workflows, assist service agents, or improve resolution times.

2. Data Preparation & Cleansing (STT & Service Data)

Prepare, clean, structure, and normalize Speech-to-Text (STT) transcripts and multi-channel service interaction data (chat logs, ticket history).

Address noise, formatting inconsistencies, speaker diarization errors, and domain-specific jargon within raw audio transcriptions.

Ensure data hygiene, anonymization, and compliance with privacy and safety standards before feeding data into Large Language Models (LLMs).

3. Pattern Identification & Service Insights

Analyze large-scale service interaction datasets to identify recurring customer intents, agent behaviors, and common operational bottlenecks.





Categorize service journeys to inform prompt strategies, knowledge base enrichment, and workflow automation paths.

4. Prompt Engineering & Optimization

Design, implement, test, and refine system prompts, context-injection mechanisms, and dynamic prompt templates for Generative AI systems.

Continuously evaluate AI model outputs for accuracy, hallucination risks, tone consistency, and adherence to business rules.

Benchmark and optimize prompt strategies to improve output latency, token efficiency, and response reliability across diverse service scenarios.

Qualifications & Requirements

Experience: 8+ years of experience working with data analysis, conversational AI, NLP, or prompt engineering.

Core Skills: Generative AI & LLMs: Proven track record in prompt design, fine-tuning techniques, and working with modern LLM frameworks (e.g., OpenAI API, Anthropic, LangChain, LlamaIndex, or enterprise cloud AI services).

Data Wrangling: Proficiency in Python or SQL for data cleaning, text processing, and regex extraction, particularly with noisy, unstructured text and STT outputs.

Analytics: Robust background in pattern recognition, text analytics, and root-cause analysis of customer service data.

Domain Knowledge: Familiarity with Speech-to-Text (STT) engines, transcription pipelines, and Contact Center / Customer Service workflows (CCaaS/CRM systems).

Soft Skills: Clear communication skills with the ability to explain technical GenAI concepts to non-technical business partners.

Preferred Qualifications

Experience with RAG (Retrieval-Augmented Generation) architectures and vector databases.

Familiarity with speech recognition tools (e.g., Whisper, Deepgram, AWS Transcribe, Azure Speech).

Background in customer service analytics, agent desktop integration, or quality assurance automation.

📌 Generative AI Specialist (Gurugram)
🏢 CGT Solutions India
📍 Gurugram