Technical Engineer Omnichannel

AkzoNobel; Pune District; On-site; INR 1,200,000 - 1,800,000; Full time

Job summary

AkzoNobel in Pune, India seeks a Technical Engineer Omnichannel to design and develop conversational AI and chatbot journeys for customer service. You will work with technical leads, business teams and integration partners to translate requirements into deployable solutions.

You will build omnichannel experiences across WhatsApp, web chat and email, configure intents and flows, and ensure reliable end-to-end handovers to agents, while integrating with CRM, SAP and other ERP systems.

Qualifications

• Around 4–5 years of experience in software development, chatbot development, Conversational AI or automation.
• Hands-on experience developing chatbots or customer-service automation solutions.
• Strong understanding of conversational flows, intents, entities, context management and fallback handling.

Responsibilities

• Design and develop Conversational AI and chatbot journeys for customer service use cases.
• Build automated flows for common customer requests, case deflection and self-service scenarios.
• Develop and configure intent classification, conversational flows, responses and business rules.

Skills

Conversational AI

Chatbot development

REST APIs

Integration

Tools

Sprinklr

CRM systems

Job description

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Technical Engineer Omnichannel

Date: Sep 22, 2026

Location: Pune, IN

About AkzoNobel

Since 1792, we’ve been supplying the innovative paints and coatings that help to color people’s lives and protect what matters most. Our world class portfolio of brands – including Dulux, International, Sikkens and Interpon – is trusted by customers around the globe. We’re active in more than 150 countries and use our expertise to sustain and enhance the fabric of everyday life. Because we believe every surface is an opportunity. It’s what you’d expect from a pioneering and long-established paints company that’s dedicated to providing sustainable solutions and preserving the best of what we have today – while creating an even better tomorrow. Let’s paint the future together.

The candidate will work closely with technical leads, business teams, customer service stakeholders and integration teams to take requirements from design through development, testing and production.

Key Activities

• Design and develop Conversational AI and chatbot journeys for customer service use cases.
• Build automated flows for common customer requests, case deflection and self-service scenarios.
• Develop and configure intent classification, conversational flows, responses and business rules.
• Implement smooth handover-to-agent journeys with the required customer and conversation context.
• Integrate chatbot solutions with enterprise systems through REST APIs and backend services.
• Support integrations with CRM, SAP, case management and other enterprise applications.
• Build omnichannel experiences across WhatsApp, web chat, email and other digital channels.
• Translate functional requirements into technically feasible chatbot and automation solutions.
• Support development from requirement understanding and solution design through testing, deployment and production support.
• Troubleshoot chatbot, API, integration and platform-related issues.
• Implement appropriate error handling, fallback scenarios and exception management.
• Support testing, UAT, release activities and post-production stabilization.
• Work with technical leads to establish reusable chatbot components, integration patterns and development standards.
• Identify opportunities to improve automation, customer experience and case-deflection capabilities.

Maintain technical documentation for chatbot flows, integrations and configurations.

Experience

• Around 4–5 years of experience in software development, chatbot development, Conversational AI or automation.
• Hands-on experience developing chatbots or customer-service automation solutions.
• Strong understanding of conversational flows, intents, entities, context management and fallback handling.
• Experience with REST APIs, JSON and backend integrations.
• Experience integrating applications with CRM, ERP or other enterprise systems.
• Understanding of authentication, API security and enterprise integration concepts.
• Experience with development, testing, debugging and production support.
• Ability to understand business requirements and independently deliver assigned technical solutions.
• Strong troubleshooting and problem-solving skills.
• Good communication skills and ability to collaborate with technical and business stakeholders.

Preferred Skills

• Experience with Sprinklr Conversational AI / Contact Center platforms.
• Experience with WhatsApp Business or similar messaging-channel integrations.
• Customer service, contact center or case-management platform experience.
• Experience integrating with SAP, CRM or enterprise case-management systems.
• Experience with Agentic AI, Generative AI or LLM-based conversational solutions.
• Knowledge-base integration and automated answer-generation experience.
• Experience with multilingual or multi-country chatbot implementations.
• Familiarity with cloud platforms and API management.
• Conversational and customer-experience thinking
• End-to-end ownership of assigned use cases
• Strong integration and API skills
• Problem solving and troubleshooting
• Quality and testing mindset
• Collaboration and stakeholder communication
• Reusable and scalable solution thinking

What Success Looks Like

The successful candidate will independently deliver high-quality Conversational AI and chatbot solutions, build reliable integrations with enterprise systems, improve customer self-service and automation, and contribute to scaling the Omnichannel platform across multiple channels and markets.

At AkzoNobel we are highly committed to ensuring an inclusive and respectful workplace where all employees can be their best self. We strive to embrace diversity in a context of tolerance. Our talent acquisition process plays an integral part in this journey, as setting the foundations for a diverse environment. For this reason we train and educate on the implications of our Unconscious Bias in order for our TA and hiring managers to be mindful of them and take corrective actions when applicable. In our organization, all qualified applicants receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age or disability.