Agentic Diagnostics & Insights -Associate 2
On-siteBengaluru, Karnataka, India
Job Summary
Design, build, and maintain intents, dialog flows, and NLU models for voicebots and chatbots across CCaaS platforms like NICE CXone, Genesys Cloud, and Amazon Connect. Configure IVR call flows, tune grammar settings, and write conversation scripts to handle edge cases and graceful escalations. Monitor bot performance metrics, retrain models using production utterances, and implement RAG pipelines connecting agents to knowledge bases and backend systems. Orchestrate multi-agent workflows with tool invocation and human-in-the-loop checkpoints while applying guardrails to ensure accuracy and safety. Collaborate with architects and QA teams to deploy solutions, document flows, and troubleshoot production issues. Own the end-to-end bot lifecycle from design through post-go-live optimization.
Required Qualifications
- B. Engg./ B. Tech., M. Engg./ M. Tech.
- 2- 5 years of experience
- Oral and written proficiency in English
- Hands-on experience with at least one CCaaS platform: NICE CXone, Genesys Cloud/PureCloud, Amazon Connect, Five9, Avaya, Twilio Flex, or similar
- Practical experience building chatbots/voicebots using NLU engines such as Google Dialogflow, Amazon Lex, Microsoft Bot Framework/CLU, IBM Watson Assistant, or Nuance Mix
- Working knowledge of LLMs and agentic frameworks (OpenAI/Anthropic APIs, LangChain, LangGraph, Semantic Kernel, or equivalent) and prompt engineering fundamentals
- Understanding of RAG architecture, vector databases (Pinecone, Weaviate, FAISS), and basic API/webhook integration (REST, JSON)
- Familiarity with a scripting/programming language (Python, JavaScript/Node.js) for custom logic, integrations, or agent tooling
- Strong analytical skills to interpret conversation logs, transcripts, and bot analytics dashboards to identify improvement areas
- Clear written and verbal communication for documenting flows and collaborating with cross-functional teams
- Proven track record independently owning at least one end-to-end conversational or agentic AI deployment from design through go-live
- Experience defining evaluation metrics/test suites for LLM agent quality (accuracy, hallucination rate, task success rate)
- Prior experience mentoring junior engineers or reviewing others' bot builds/prompt designs
- Proficiency in software development using Java, JavaScript, Python, or similar programming languages
- Hands-on experience in front end programming using JavaScript, HTML, CSS, and modern frameworks such as React or Angular
- Strong experience in API development and REST API integration, including authentication mechanisms and cloud-based services
- Experience designing and building microservices and event-driven architecture
- Strong grounding in solution design, DevOps collaboration, and defect management practices
- Experience with speech analytics, sentiment analysis, or real-time agent-assist tools
- Knowledge of telephony protocols (SIP, WebRTC) and voice biometrics
- Exposure to MLOps/LLMOps practices for monitoring and continuously improving deployed models/agents
- Relevant certifications (e.g., Genesys Cloud Certified, NICE CXone, AWS Certified – Machine Learning/Connect, Google Dialogflow)
- Experience working in SAFE Agile / Agile / Scrum development environments
- Familiarity with CI/CD pipelines, DevOps practices, and cloud-native development
Desired Qualifications
- Preference for at least one of the following fields of study: Artificial Intelligence and Robotics
- Demonstrating proficiency in data science algorithms and workflows
- Utilizing programming languages such as C++, R, and MATLAB
- Applying machine learning techniques in complex data analysis
- Engaging in predictive modeling and statistical analysis
- Leveraging data engineering skills for data pipeline development
- Excelling in active listening and accepting feedback
- Familiarity with CI/CD pipelines, DevOps practices, and cloud-native development is a plus
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