Convo & Agentic AI Developer -Associate 2

PwC; Bengaluru; On-site; INR 900,000 - 1,300,000; Full time

Job summary

PwC Acceleration Center India is seeking an Associate AI Developer to design and implement conversational AI systems. You will build voicebot/chatbot intents, integrate with CCaaS platforms, and develop multi-agent workflows, including RAG pipelines and ERP/CRM connections.

The role emphasizes hands-on learning and cross-functional collaboration in a dynamic tech consulting environment. You will own the bot lifecycle from design to go-live, adapt to client needs, and contribute to scalable AI

Qualifications

• Hands-on CCaaS platform experience.
• Experience building chatbots/voicebots using leading NLU engines.
• Strong knowledge of LLMs and agentic frameworks.
• Experience with API/webhook integration (REST, JSON).
• Proficient in Python/JavaScript for integrations and tooling.
• End-to-end bot deployment ownership from design to go-live.

Responsibilities

• Design, build, and maintain intents, entities, dialog flows, and NLU models for chatbots on CCaaS platforms.
• Configure and tune IVR, ASR grammar, and voice biometrics for quality.
• Develop conversation scripts and handle edge cases.
• Monitor bot metrics and retrain NLU models.
• Build LLM-powered agents with multi-step reasoning and API calls.
• Implement RAG pipelines connecting agents to knowledge bases and CRM.
• Orchestrate multi-agent workflows including handoffs to humans.
• Apply prompt engineering and guardrails for safe, on-brand responses.
• Collaborate with solution architects, QA, and platform teams in production environments.
• Document flows, prompts, and integration architecture.

Skills

CCaaS platform experience

NLU/LLM concepts

Prompt engineering

Python/JavaScript

REST API integration

DevOps collaboration

Analytical skills

Clear communication

End-to-end deployment ownership

Mentoring juniors

Tools

NICE CXone

Genesys Cloud

Amazon Connect

Five9

Twilio Flex

Dialogflow

Amazon Lex

Bot Framework/CLU

LangChain

LangGraph

Semantic Kernel

Pinecone

Weaviate

FAISS

React/Angular

Job description

Industry/Sector

Not Applicable

Specialism

Customer

Management Level

Associate

Job Description & Summary

The Opportunity

Join our Acceleration Center India and help shape the future of business for our diverse client portfolio across geographies and jurisdictions. You'll work at the heart of global teams across Advisory, Assurance, Tax and Business Services - solving real client challenges through connected collaboration. We'll help you grow your skills so you can go further. With hands-on learning, cutting-edge tools and an inclusive culture, this is your opportunity to do inspiring work that makes a difference - every day.

As a Convo & Agentic AI Developer - Associate 2, you will engage in designing and implementing AI systems that transform raw data into actionable insights, driving business growth and informed decision-making. Within our Technology Consulting practice, you will apply your skills in data, algorithms, and software engineering to build scalable AI and Machine Learning solutions. As an Associate, you will focus on learning and contributing to client projects, developing your skills and knowledge to deliver quality work. You will be expected to adapt to diverse client needs and team dynamics, using these experiences as opportunities for growth.

In this role at PwC Acceleration Center India, you will take ownership of your development, actively seeking feedback and applying a learning mindset. You will gather information from various sources to analyze facts and discern patterns, building commercial awareness and understanding how the business operates. By upholding professional and technical standards, you will contribute to the success of your team and clients, while building a personal brand that opens doors to future opportunities.

Responsibilities

• Design, build, and maintain intents, entities, dialog flows, and NLU models for voicebots/chatbots on one or more CCaaS platforms (e.g., NICE CXone, Genesys Cloud, Amazon Connect, Five9, Avaya, Twilio Flex).

• Configure and tune IVR call flows, DTMF/ASR grammar, barge-in, and voice biometrics settings for optimal containment and CSAT.

• Write, test, and iterate conversation scripts/prompts, handling edge cases, disambiguation, and graceful fallback/escalation to human agents.

• Monitor bot performance (containment rate, deflection, intent accuracy, CSAT) and continuously retrain/tune NLU models using production utterances.

• Design and build LLM-powered agents capable of multi-step reasoning, tool/API invocation, and task completion (e.g., order status lookup, refunds, appointment scheduling) within the contact center workflow.

• Implement RAG (retrieval-augmented generation) pipelines connecting agents to knowledge bases, CRM, ticketing, and backend systems for grounded, accurate responses.

• Orchestrate multi-agent workflows (e.g., using LangChain, LangGraph, Semantic Kernel, or platform-native agent builders) including handoffs between specialized agents and human-in-the-loop checkpoints.

• Apply prompt engineering, guardrails, and evaluation frameworks to ensure agent responses are accurate, safe, and on-brand.

• Collaborate with solution architects, QA, and platform teams to deploy, test, and support bots/agents in production environments.

• Document flows, prompts, agent logic, and integration architecture for handover, audits, and knowledge continuity.

• Design, develop, and maintain end-to-end applications supporting contact center operations, spanning front end interfaces, backend services, and data layers

• Implement backend business logic, orchestration layers, and serverless functions supporting contact center workflows

• Assist in solution design and architecture for chatbot, voicebot, and IVR journeys across multiple CCaaS platforms.

• Own end-to-end bot lifecycle: Conversation design, NLU/NLP model development, integration, testing, deployment, and post-go-live optimization.

• Integrate conversational solutions with CRM, ticketing, telephony (SIP/IVR), and backend enterprise systems using APIs, middleware, and webhooks.

• Define and enforce best practices, reusable components, and design standards across projects.

• Implement authentication, authorization, and secure data exchange patterns across application tiers

• Analyze application and system performance and proactively optimize scalability, reliability, and maintainability

• Collaborate with solution architects, product owners, and clients to translate business requirements into technical designs.

• Troubleshoot production issues and drive root-cause analysis for bot performance degradation.

• Support deployment, environment configuration, and release activities in partnership with DevOps teams

• Collaborate closely with product owners, architects, designers, and cross-functional development teams to ensure successful delivery of solutions

• Participate in architectural discussions, solution design reviews, code reviews, and best practice implementations

• Manage defects through triage, root cause analysis, and resolution within agreed quality standards

Requirements

Technical Skills:

• 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