Role & responsibilities

Role Summary

We are seeking an AI Chatbot Governance & Operations Specialist to manage enterprise conversational AI platforms and ensure their performance, compliance, reliability, and

continuous improvement. The role focuses on chatbot monitoring, AI governance, risk management, analytics, cost optimization, and stakeholder coordination.

Key Responsibilities

* AI Chatbot Operations & Performance Monitoring:

- Monitor chatbot performance, availability, response quality, and user experience across channels.
- Track key metrics including Resolution Rate, Escalation Rate, CSAT,

Response Accuracy, and Hallucination Rate.

* AI Governance & Risk Management

- Implement and monitor AI guardrails to ensure protected, compliant, and responsible AI behaviour.
- Identify and mitigate risks related to hallucinations, prompt injection, data privacy, security, and policy violations.

* Continuous Improvement & Feedback Management

- Analyse chatbot conversations and feedback to identify improvement opportunities.
- Collaborate with development teams to enhance chatbot effectiveness and user experience.

* Token Consumption & Cost Management

- Monitor LLM usage, token consumption, and AI operational costs, recommending optimization strategies.

* Reporting & Stakeholder Management

- Develop dashboards and reports on chatbot performance, governance, and utilization metrics.

General

- Coordinate with Product, IT, Security, Legal, and Compliance teams to





support governance reviews and release management.

Technical Skills

* Conversational AI Platforms & Generative AI (LLMs)

- LLMs (OpenAI, Azure OpenAI, Gemini, Claude, Bedrock)

* Prompt Engineering & Knowledge Management

* AI Governance, Responsible AI & Compliance

* AI Risk Management, Hallucination Monitoring & Security

* AI Monitoring, Analytics & Performance Reporting

* SQL, API Integrations, AWS and Architecture

* RAG, Knowledge Graphs & Vector Databases

* Python, APIs, Microservices

* Salesforce Ecosystem

* CI/CD, MLOps, Observability

Preferred Experience

* 4+ years in Conversational AI Operations, AI Governance, AI Product Support, or

related roles.

* Hands-on experience with OpenAI GPT, Microsoft Copilot, Google Gemini, AWS

Bedrock, or Salesforce Einstein Bots.

* Experience supporting enterprise customer service or employee support

chatbots.

* Hands-on experience with LLMs, AI orchestration frameworks, RAG,

vector databases and AI agents.

* Experience in cloud platforms (AWS/Azure), microservices and API architecture.

* Experience delivering customer service, sales, service operations or

conversational AI platforms.

Competencies

* Analytical Thinking

* AI Governance Mindset

* Problem Solving

* Stakeholder Management

* Communication & Presentation Skills

* Continuous Improvement Orientation

If you are interested in above profile please contact on (M) (phone hidden) or e.mail - [email protected]

📌 AI Governance & Operations Specialist (Mumbai)
🏢 AUTHENTIC STAFFING AGENCY
📍 Mumbai