Role open for PAN India Technical Lead – Conversational AI, Copilot Studio & Contact Center Integration (having 15-18 years of experience)

Key Responsibilities
Technical Leadership & Architecture
• Own the overall solution architecture and technical delivery.
• Review and approve technical designs, integrations, and deployment approaches.
• Provide technical governance, best practices, and coding standards.
• Act as the primary technical escalation point for the project. Copilot Studio & Conversational AI
• Lead configuration of Copilot Studio bots, intents, entities, topics, and conversation flows.
• Ensure multilingual conversation design and optimal customer experience.
• Define escalation, fallback, and agent handoff strategies. Integration & Backend Connectivity
• Design and oversee integrations using Azure API Management, Azure Functions, and Power Automate.
• Review API contracts, security mechanisms, data mappings, and orchestration logic.
• Ensure reliability, error handling, monitoring, and performance of integrations. Teams Telephony & NICE CXOne Integration
• Coordinate with Teams Telephony and NICE CXOne teams.
• Design context transfer mechanisms including transcripts, intents,



and customer information.
• Support voice interaction architecture and agent handoff scenarios. Delivery Management
• Lead developers, integration engineers, and technical consultants.
• Conduct code reviews and solution reviews.
• Manage technical risks, dependencies, and issue resolution.
• Support sprint planning, effort estimation, and technical roadmap activities. Testing, Deployment & Support
• Define technical testing strategy and deployment approach.
• Ensure successful SIT, UAT, cutover, and production readiness.
• Support go-live, hypercare, and knowledge transfer activities.
• Establish support and monitoring processes for production operations. Required Skills
• Microsoft Copilot Studio / Power Virtual Agents
• Azure API Management, Azure Functions, Power Automate
• REST APIs and Enterprise Integrations
• Microsoft Teams Telephony
• NICE CXOne Contact Center
• Azure DevOps and CI/CD
• OAuth, Security, and Identity Management
• Contact Center, Voice Bots, IVR/IVA Solutions
• Solution Architecture and Technical Leadership •

📌 Technical Lead – Conversational AI, Copilot Studio (Bengaluru)
🏢 Genpact
📍 Bengaluru