AI LEAD L1(CONTRACT)

Wipro Technologies; Hyderabad; On-site; INR 1,707,000 - 2,076,000; Full time

Job summary

Wipro Limited in Hyderabad is seeking an experienced AI/IVR solutions architect to lead the development of MVP and comprehensive AI-based products. You will design IVA workflows, configure IVR and routing strategies, and deliver omnichannel experiences across voice, chat, email, and SMS.

Collaborate with IT and business teams to ensure secure, scalable integrations of CXone with CRM and data platforms, while mentoring the program and ensuring compliance.

Qualifications

• 5+ years of experience in contact center technology implementation.
• 2+ years in NICE CXone.
• Strong RESTful API and integration experience.

Responsibilities

• Design and implement IVA workflows using NICE CXone Studio and AI vendor solutions.
• Configure IVR, ACD, and routing strategies tailored to business needs.
• Develop and maintain omnichannel experiences (voice, chat, email, SMS).
• Integrate CXone with CRMs (e.g., Salesforce, MS Dynamics), ticketing systems, and data platforms via APIs and connectors.
• Collaborate with IT and business teams to ensure secure and scalable integrations.
• Support real-time and batch data exchange between CXone and backend systems.
• Lead end-to-end implementation projects including requirement gathering, design, testing, and deployment.
• Create and maintain technical documentation and configuration guides.
• Ensure compliance with security and data governance standards.
• Monitor system performance and troubleshoot issues across IVA and integrations.
• Continuously optimize call flows and routing logic based on analytics and feedback.
• Provide training and support to internal teams on CXone features and best practices.

Skills

AI architecture

NICE CXone

IVA design

CXone Studio

RESTful APIs

Stakeholder mgmt

Tools

NICE CXone

CXone Studio

Job description

Wipro Limited (NYSE: WIT, BSE: 507685, NSE: WIPRO) is a leading technology services and consulting company focused on building innovative solutions that address clients’ most complex digital transformation needs. Leveraging our holistic portfolio of capabilities in consulting, design, engineering, and operations, we help clients realize their boldest ambitions and build future-ready, sustainable businesses. With over 230,000 employees and business partners across 65 countries, we deliver on the promise of helping our customers, colleagues, and communities thrive in an ever-changing world. For additional information, visit us at www.wipro.com.

Job Description

Role Purpose The purpose of this role is to develop minimum viable product (MVP) and comprehensive AI solutions that meet and exceed client s expectations and add value to business.

• Manage the product/ solution development using the desired AI techniques
  • Lead development and implementation of custom solutions through thoughtful use of modern AI technology
  • Review and evaluate the use cases and decide whether a product can be developed to add business value
  • Create the overall product development strategy and integrating with the larger interfaces
  • Create AI models and framework and implement them to cater to a business problem
  • Draft the desired user Interface and create AI models as per business problem
  • Analyze technology environment and client requirements to define product solutions using AI framework/ architecture
  • Implement the necessary security features as per product s requirements
  • Review the used case and see the latest AI that can be used in product s development
  • Identify problem areas and perform root cause analysis and provide relevant solutions to the problem
  • Tracks industry and application trends and relates these to planning current and future AI needs
  • Create and delegate work plans to the programming team for product development
  • Interact with Holmes advisory board for knowledge sharing and best practices
• Responsible for developing and maintaining client relationships with the key strategic partners and decision makers
  • Drive discussions and provide consultation around product design as per customer needs
  • Participate in client interactions and gather insights regarding product development
  • Interact with vertical delivery and business teams and provide and correct responses to RFP/ client requirements
  • Assist in product s demonstration and receive feedback from the client
  • Design presentations for seminars, meetings and enclave primarily focused over product
• Team Management
  • Resourcing
    • Forecast talent requirements as per the current and future business needs
    • Hire adequate and right resources for the team
  • Talent Management
    • Ensure adequate onboarding and training for the team members to enhance capability & effectiveness
    • Build an internal talent pool and ensure their career progression within the organization
    • Manage team attrition
    • Drive diversity in leadership positions
  • Performance Management
    • Set goals for the team, conduct timely performance reviews and provide constructive feedback to own direct reports
    • Ensure that the Performance Nxt is followed for the entire team
  • Employee Satisfaction and Engagement
    • Lead and drive engagement initiatives for the team
    • Track team satisfaction scores and identify initiatives to build engagement within the team

Deliver

No. Performance Parameter Measure 1. Continuous technical project management & delivery Adoption of new technologies, IP creation, MVP creation, Number of patents filed, Research papers created

Client Centricity No. of automation done, On-Time Delivery, cost of delivery, optimal resource allocation

Capability Building & Team Management % trained on new age skills, Team attrition %, Number of webinars conducted (internal/external)

rate :- 180K/M

exp :- 8+ years

Location :- hyd / delhi

Key Responsibilities:

• Design and implement IVA workflows using NICE CXone Studio and AI vendor solutions.
• Configure IVR, ACD, and routing strategies tailored to business needs.
• Develop and maintain omnichannel experiences (voice, chat, email, SMS).
• Integrate CXone with CRMs (e.g., Salesforce, MS Dynamics), ticketing systems, and data platforms via APIs and connectors.
• Collaborate with IT and business teams to ensure secure and scalable integrations.
• Support real-time and batch data exchange between CXone and backend systems.
• Lead end-to-end implementation projects including requirement gathering, design, testing, and deployment.
• Create and maintain technical documentation and configuration guides.
• Ensure compliance with security and data governance standards.
• Monitor system performance and troubleshoot issues across IVA and integrations.
• Continuously optimize call flows and routing logic based on analytics and feedback.
• Provide training and support to internal teams on CXone features and best practices.

Qualifications:

• 5+ years of experience in contact center technology implementation, with 2+ years in NICE CXone.
• Hands-on experience with IVA design, and CXone Studio.
• Strong understanding of RESTful APIs, webhooks, and integration patterns.
• Excellent communication, documentation, and stakeholder management skills.
• NICE CXone certifications (e.g., CIP, IVA, Studio) preferred.
• Excellent communication, documentation, and stakeholder management skills.

Level: EL4

Mandatory Skills: Nice Cxone Contact Center Admin.Experience: 5-8 Years.Reinvent your world. We are building a modern Wipro. We are an end-to-end digital transformation partner with the boldest ambitions. To realize them, we need people inspired by reinvention. Of yourself, your career, and your skills. We want to see the constant evolution of our business and our industry. It has always been in our DNA - as the world around us changes, so do we. Join a business powered by purpose and a place that empowers you to design your own reinvention.

We are an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, caste, creed, religion, gender, marital status, age, ethnic and national origin, gender identity, gender expression, sexual orientation, political orientation, disability status, protected veteran status, or any other characteristic protected by law.

Wipro is committed to creating an accessible, supportive, and inclusive workplace. Reasonable accommodation will be provided to all applicants including persons with disabilities, throughout the recruitment and selection process. Accommodations must be communicated in advance of the application, where possible, and will be reviewed on an individual basis. Wipro provides equal opportunities to all and values diversity.