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

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📌 Technical Lead – Conversational AI, Copilot Studio & Contact Center Integration (Bengaluru)
🏢 Genpact
📍 Bengaluru