IN_Sr Associate_Chatbots / Voicebots_GCC_Advisory_Bangalore

PwC India; Bengaluru; On-site; INR 2,800,000 - 5,000,000; Full time

Job summary

PwC India seeks a Senior Developer to lead contact centre transformation and AI-driven automation initiatives. You will architect scalable solutions, mentor engineers, and drive innovation across enterprise customer engagement platforms. 4–8 years of experience is expected.

Responsibilities include building voice/chat/email bots, GenAI knowledge bases, and agent assist/QA frameworks, while coordinating with platform partners and stakeholders.

Qualifications

• 4–7 years of experience in contact centre transformation and AI-driven automation.
• Experience leading architecture and mentoring engineers.
• Strong knowledge of voice bots, chatbots, and multilingual AI solutions.
• Hands-on with Python, Node.js, microservices, and API-first design.
• Familiarity with Genesys, Avaya, Amazon Connect, Google CCAI, Azure, AWS Lex.
• Security, scalability, and enterprise-grade compliance.

Responsibilities

• Lead the end-to-end design and architecture of contact centre transformation solutions.
• Build and optimize voice bots, chatbots, and multilingual AI solutions.
• Develop Gen AI-powered knowledge bases and agent assist frameworks.
• Drive projects using major contact centre platforms and cloud services.
• Mentor junior developers and align solutions with business goals.

Skills

Contact centre transformation

Gen AI & Knowledge Systems

Python

Node.js

DevOps

Cloud platforms

Education

BE/BTech / MCA / MTech / MBA

Tools

Genesys

Avaya

Amazon Connect

Google CCAI

Azure Cognitive Services

AWS Lex

Kore.ai

Yellow.ai

Python

Node.js

Docker

Kubernetes

Job description

Job Description & Summary

At PwC, our people in data and analytics engineering focus on leveraging advanced technologies and techniques to design and develop robust data solutions for clients. They play a crucial role in transforming raw data into actionable insights, enabling informed decision-making and driving business growth.

Those in intelligent automation at PwC will focus on conducting process mining, designing next generation small- and large-scale automation solutions, and implementing intelligent process automation, robotic process automation and digital workflow solutions to help clients achieve operational efficiencies and reduce costs.

WhyPWC

AtPwC, you will be part of a vibrant community of solvers that leads with trust and creates distinctive outcomes forour clients and communities. This purpose-led and values-driven work, powered by technology in an environment that drives innovation, will enable you to make a tangible impact in the real world. We reward your contributions, support your wellbeing, and offer inclusive benefits, flexibility programmes and mentorship that will help you thrive in work and life. Together, we grow, learn, care, collaborate, and create a future of infinite experiences foreach other. Learn more

about us

AtPwC, we believe in providing equal employment opportunities, without any discrimination on the grounds of gender, ethnic background, age, disability, marital status, sexual orientation, pregnancy, gender identity or expression, religion or other beliefs, perceived differences and status protected by law. We strive to create an environment where each one of our people can bring their true selves and contribute to their personal growth and the firm’s growth. To enable this, we have zero tolerance for any discrimination and harassment based on the above considerations.

Job Description & Summary

At PwC, our people in data and analytics engineering focus on leveraging advanced technologies and techniques to design and develop robust data solutions for clients. They play a crucial role in transforming raw data into actionable insights, enabling informed decision-making and driving business growth.

Those in intelligent automation at PwC will focus on conducting process mining, designing next generation small- and large-scale automation solutions, and implementing intelligent process automation, robotic process automation and digital workflow solutions to help clients achieve operational efficiencies and reduce costs.

WhyPWC

AtPwC, you will be part of a vibrant community of solvers that leads with trust and creates distinctive outcomes forour clients and communities. This purpose-led and values-driven work, powered by technology in an environment that drives innovation, will enable you to make a tangible impact in the real world. We reward your contributions, support your wellbeing, and offer inclusive benefits, flexibility programmes and mentorship that will help you thrive in work and life. Together, we grow, learn, care, collaborate, and create a future of infinite experiences foreach other. Learn more

about us

AtPwC, we believe in providing equal employment opportunities, without any discrimination on the grounds of gender, ethnic background, age, disability, marital status, sexual orientation, pregnancy, gender identity or expression, religion or other beliefs, perceived differences and status protected by law. We strive to create an environment where each one of our people can bring their true selves and contribute to their personal growth and the firm’s growth. To enable this, we have zero tolerance for any discrimination and harassment based on the above considerations.

Contact Centre Transformation ( strong chat and voice AI )

Role Overview

We are seeking a Senior Developer with deep expertise in contact centre transformation and advanced AI-driven automation. This role requires architecting scalable solutions, leading technical initiatives, mentoring junior engineers, and driving innovation across enterprise-grade customer engagement platforms. Looking for candidates with 4 - 8 years of experience.

• Lead the design and architecture of end-to-end contact centre transformation solutions.
• Build and optimize Voice Bots, Chatbots, Email Bots , multilingual conversational AI solutions.
• Architect Gen AI-powered Knowledge Bases (RAG) , Agent Assist frameworks , and Auto Quality Audit systems.
• Drive transformation projects using Genesys, Avaya, Amazon Connect, Google CCAI, Azure Cognitive Services, AWS Lex, Kore.ai, Yellow.ai .
• Integrate solutions with IVR systems, CRM platforms, ticketing modules, and backend APIs .
• Deliver high-quality solutions using Python, Node.js , microservices, and API-first design.
• Ensure enterprise standards for security, scalability, resilience, and compliance .
• Mentor junior developers and collaborate with stakeholders to align technical solutions with business goals.

Line of Service

Advisory

Industry/Sector

FS X-Sector

Specialism

Operations

Management Level

Senior Associate

Job Description & Summary

At PwC, our people in data and analytics engineering focus on leveraging advanced technologies and techniques to design and develop robust data solutions for clients. They play a crucial role in transforming raw data into actionable insights, enabling informed decision-making and driving business growth.

Those in intelligent automation at PwC will focus on conducting process mining, designing next generation small- and large-scale automation solutions, and implementing intelligent process automation, robotic process automation and digital workflow solutions to help clients achieve operational efficiencies and reduce costs.

WhyPWC

AtPwC, you will be part of a vibrant community of solvers that leads with trust and creates distinctive outcomes forour clients and communities. This purpose-led and values-driven work, powered by technology in an environment that drives innovation, will enable you to make a tangible impact in the real world. We reward your contributions, support your wellbeing, and offer inclusive benefits, flexibility programmes and mentorship that will help you thrive in work and life. Together, we grow, learn, care, collaborate, and create a future of infinite experiences foreach other. Learn more

about us

AtPwC, we believe in providing equal employment opportunities, without any discrimination on the grounds of gender, ethnic background, age, disability, marital status, sexual orientation, pregnancy, gender identity or expression, religion or other beliefs, perceived differences and status protected by law. We strive to create an environment where each one of our people can bring their true selves and contribute to their personal growth and the firm’s growth. To enable this, we have zero tolerance for any discrimination and harassment based on the above considerations.

Contact Centre Transformation ( strong chat and voice AI )

Role Overview

We are seeking a Senior Developer with deep expertise in contact centre transformation and advanced AI-driven automation. This role requires architecting scalable solutions, leading technical initiatives, mentoring junior engineers, and driving innovation across enterprise-grade customer engagement platforms. Looking for candidates with 4 - 8 years of experience.

• Lead the design and architecture of end-to-end contact centre transformation solutions.

• Build and optimize Voice Bots, Chatbots, Email Bots , multilingual conversational AI solutions.

• Architect Gen AI-powered Knowledge Bases (RAG) , Agent Assist frameworks , and Auto Quality Audit systems.

• Drive transformation projects using Genesys, Avaya, Amazon Connect, Google CCAI, Azure Cognitive Services, AWS Lex, Kore.ai, Yellow.ai .

• Integrate solutions with IVR systems, CRM platforms, ticketing modules, and backend APIs .

• Deliver high-quality solutions using Python, Node.js , microservices, and API-first design.

• Lead DevOps practices : CI/CD pipelines, containerization, cloud-native deployments.

• Ensure enterprise standards for security, scalability, resilience, and compliance .

• Mentor junior developers and collaborate with stakeholders to align technical solutions with business goals.

Required Skills & Experience

1. Contact Centre Platforms

• Genesys, Avaya, Amazon Connect, Google CCAI

2. Conversational AI & Bots

• Voice Bots, Chatbots, Email Bots

• Multilingual bot development

• Agent Assist, Auto QA frameworks

3. Gen AI & Knowledge Systems

• RAG-based Knowledge Bases

• Contextual AI-driven knowledge retrieval

4. CAI Tools

• Kore.ai, Yellow.ai

• Azure Cognitive Services, AWS Lex

5. Integrations

• IVR, CRM (Salesforce, Dynamics), Ticketing (ServiceNow, Zendesk)

• Backend APIs, microservices

6. Programming

• Expert in Python, Node.js

• Strong knowledge of microservices, API-first design, event-driven systems

7. DevOps & Cloud

• CI/CD pipelines, GitOps

• Docker, Kubernetes

• AWS, Azure, GCP cloud-native deployments

8. Enterprise Practices

• Security-first design, compliance (GDPR, HIPAA, PCI-DSS)

• Performance optimization and monitoring

• Scalability and high availability architectures

Any one p referred c ertification

• Contact Centre & Conversational AI

• Genesys Certified Professional / Engineer

• Avaya Certified Implementation Specialist (ACIS) or Avaya Certified Support Specialist (ACSS)

• Amazon Connect Specialist Certification

• Google Cloud Contact Center AI (CCAI) Certification

• Kore.ai Certified Developer

• Yellow.ai Platform Certification

• Cloud & DevOps

• AWS Certified Solutions Architect – Professional

• Microsoft Certified: Azure Solutions Architect Expert

• Google Cloud Professional Cloud Architect

• Certified Kubernetes Administrator (CKA)

• Docker Certified Associate

What We Offer

• Opportunity to lead cutting-edge AI-driven contact centre transformation projects.

• Exposure to global enterprise clients and large-scale deployments.

• A culture of innovation, mentorship, and continuous learning in AI, NLP, and automation.

• Competitive compensation and growth opportunities into architectural and leadership roles.

Basic Qualifications

• Basic Qualifications • Bachelor’s degree in Computer Science , Computer Engineering, Information Systems, or a related fields .

Mandatory Skill sets:

• Advanced Python programming with expertise in async programming and API developmenT

• Experience with vector databases and embedding models

• Proficiency in implementing RAG pipelines and knowledge retrieval systems

• Familiarity with prompt engineering and LLM optimization techniques

• Experience with development frameworks and tools

• Knowledge of modern software development practices (Git, CI/CD, testing)

Preferred Skill sets:

• Multiple LLM providers (OpenAI, Anthropic, etc.)

• Tools for agent orchestration and workflow management

• Natural Language Processing (NLP) techniques

• Container technologies (Docker, Kubernetes)

• Understanding of semantic search and information retrieval concepts

• Knowledge of agent alignment and safety considerations

Years of Experience Required:

4 to 7yrs

Education Qualification:

BE/Btech/MCA/Mtech/MBA