Job Title: AI Team Leader – Customer Experience (CX)

Location: Pune, India

Work Model: Hybrid (4 days office / 1 day remote)

Experience Range: 8-12 years preferred

Department: Engineering / Customer Experience Technology

Reports To: Head of Engineering / Director, Customer Experience Technology

Role Overview

We are seeking an experienced and hands-on AI Team Leader to drive the development, delivery, and operational excellence of AI-powered customer experience solutions. This role combines technical leadership, people management, project oversight, and business stakeholder engagement to ensure successful deployment of AI technologies that enhance customer interactions, agent productivity, and service outcomes.

The ideal candidate will have a strong background in software engineering, AI/ML technologies, customer experience platforms, and team leadership.

Key Responsibilities

Engineering Team Management

- Lead, mentor, and develop a multidisciplinary team of AI engineers, software engineers, data scientists, and solution architects.
- Establish engineering best practices, code quality standards, and development processes.
- Drive technical design reviews, architecture discussions, and solution governance.
- Support recruitment, onboarding, coaching, and career progression of team members.
- Foster a culture of innovation, accountability, and continuous improvement.

AI in Customer Experience Delivery
- Lead the implementation and optimization of AI-powered CX solutions, including:
- Conversational AI and virtual agents
- Voice AI and speech analytics
- Generative AI applications
- Agent Assist solutions
- Customer sentiment and intent analytics
- Automated quality management and compliance monitoring
- Collaborate with CX, Operations, Product, and Business teams to identify AI opportunities and define solution roadmaps.
- Ensure AI solutions deliver measurable improvements in customer satisfaction, containment rates, response times, and operational efficiency.





AI Project Oversight
- Own end-to-end delivery of AI initiatives from concept through production deployment.
- Manage project planning, resource allocation, timelines, budgets, risks, and dependencies.
- Coordinate with internal stakeholders, vendors, and implementation partners.
- Ensure successful integration with contact center, CRM, workforce management, and enterprise systems.
- Monitor project outcomes and drive continuous optimization after deployment.

Team Performance Management
- Establish clear goals, KPIs, and performance expectations for team members.
- Conduct regular performance reviews and development discussions.
- Track team productivity, project delivery metrics, and quality objectives.
- Identify skill gaps and implement training plans across AI, cloud, and CX technologies.
- Promote collaboration across engineering, product, and operations functions.

AI Governance & Operational Excellence
- Ensure AI solutions comply with company security, privacy, and responsible AI standards.
- Drive model monitoring, performance tracking, and continuous improvement initiatives.
- Implement operational procedures for reliability, scalability, and supportability.
- Support AI risk management, bias mitigation, and governance processes.
- Maintain documentation, architecture standards, and knowledge-sharing practices.

Required Qualifications
- Bachelor's or Master's degree in Computer Science, Engineering, Artificial Intelligence, Data Science, or related field.
- 8+ years of experience in software engineering, AI/ML, or customer experience technology.




- 3+ years of experience leading engineering or AI teams.
- Proven experience delivering AI-enabled customer experience solutions in production environments.
- Strong understanding of:
- Generative AI and Large Language Models (LLMs)
- Natural Language Processing (NLP)
- Voice AI and Speech Technologies
- Machine Learning fundamentals
- Cloud platforms (AWS, Azure, or GCP)
- API-based integrations and microservices architectures
- Experience working with contact center or CX platforms such as Amazon Connect, Genesys, Five9, NICE, Salesforce Service Cloud, or similar.
- Strong project management and stakeholder management capabilities.

Preferred Qualifications
- Experience implementing GenAI solutions using OpenAI, Azure OpenAI, Anthropic, Google Gemini, or similar platforms.
- Certifications in AI/ML, Cloud, Agile, or Project Management.
- Experience working with global customer support operations.
- Knowledge of Responsible AI frameworks and governance practices.
- Familiarity with analytics, workforce optimization, and customer journey technologies.

Key Success Metrics
- Successful delivery of AI projects on time and within budget.
- Improvement in customer experience KPIs (CSAT, NPS, FCR).
- Increased automation and self-service containment rates.
- Improved agent productivity and operational efficiency.
- Team engagement, retention, and performance outcomes.
- Reliability, scalability, and adoption of AI solutions.

What We Offer
- Prospect to lead cutting-edge AI initiatives transforming customer experiences.
- Hybrid working model (4 days office, 1 day remote).
- Collaborative and innovation-driven culture.
- Competitive compensation, performance incentives, and career growth opportunities.
- Exposure to global AI, CX, and digital transformation programs.

Job Types: Full-time, Permanent Pay: ₹2,500,000.00 - ₹3,000,000.00 per year

Benefits

- Provident Fund

Work Location: In person

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