Conversational AI & GenAI Implementation Lead

Tata Consultancy Services; Pune District; On-site; INR 1,800,000 - 3,200,000; Full time

Job summary

Tata Consultancy Services is seeking a Conversational AI Architect/Lead to design and deploy GenAI‑driven agents that perform complex customer interactions across voice and chat channels.

You will integrate knowledge bases and CRM systems, optimize intent recognition, and guide transformation initiatives within customer service workflows.

Qualifications

• Proven track record delivering Generative AI bots and GPT‑4/Claude style automation.
• Strong mastery of intent design and dialog management.
• Experience with API integrations to connect AI agents to data sources.

Responsibilities

• Design end‑to‑end AI Agents and conversational automation across Voice and Chat.
• Map customer journeys and craft dialog flows with human handoff.
• Integrate AI with KBs, CMS, CRMs ensuring grounded responses.

Skills

GenAI Expertise

Conversational AI Foundations

Architectural Leadership

Tools

Sprinklr AI

Genesys Cloud AI

Google Dialogflow

Amazon Lex

Job description

We are looking for a Conversational AI Architect/Lead to design and deploy next-generation AI Agents and GenAI-driven automation. You will be responsible for transforming our customer service environment by moving beyond simple "FAQ bots" into sophisticated, context-aware AI agents that can execute workflows, integrate with live knowledge bases, and provide human‑like voice/chat interactions.

### Key Responsibilities (Scope of Work)

• AI Agent Deployment: Design and deploy end-to-end AI Agents and conversational automation use cases across both Voice and Chat channels.
• Bot Orchestration & Workflow Design: Map complex customer journeys and design logic-based dialog flows that allow AI to hand off to human agents seamlessly when necessary.
• Knowledge Integration: Integrate AI agents with internal Knowledge Bases (KBs), CMS, and CRMs to ensure "grounded" and accurate responses using RAG (Retrieval-Augmented Generation) frameworks.
• Testing & Optimization: Lead rigorous testing phases to refine AI intent recognition, reduce "hallucinations" in GenAI responses, and improve overall AI performance metrics (containment rate, sentiment score).
• Transformation Strategy: Support AI‑led transformation initiatives, identifying high‑impact automation opportunities within existing customer service workflows.

### Required Experience & Qualifications

• GenAI Expertise: Proven track record of delivering Generative AI bots, LLM‑based automation (GPT-4, Claude, etc.), or AI Proof of Concepts (POCs).
• Conversational AI Foundations: Strong mastery of intent design, dialog flow management, and NLU (Natural Language Understanding) optimization.
• Platform Exposure: Hands‑on experience with Conversational AI platforms (e.g., Sprinklr AI, Genesys Cloud AI/Digital, Google Dialogflow, or Amazon Lex).
• Customer Service Domain: Deep understanding of contact center automation challenges, including channel‑switching and contextual continuity.
• Technical Integration: Familiarity with API integrations (REST/SOAP) to connect AI agents to third‑party data sources.

### Preferred Background

• Profiles with direct experience in Sprinklr Unified-CXM or Genesys Cloud Architect will be given strong preference.
• Experience in prompt engineering and fine‑tuning AI models for specific brand voices.