CX Engineer

Proto; Karachi Division; On-site; PKR 2,400,000 - 4,200,000; Full time

Job summary

Proto is seeking a senior CX/AI lead to design, refine, and implement GPT-powered conversational AI workflows on the Proto platform. You will own client engagements from discovery to delivery, translating business needs into effective AI-driven prompts and strategies.

You will oversee chatbot performance, optimize through analytics and testing, and coach a global CX/AI delivery team to ensure high-quality, on-time outcomes.

Qualifications

• Experience designing/ deploying GPT-powered chatbots and NLP workflows.
• Strong analytics to evaluate conversational performance and run tests.
• 3+ years in client-facing tech/CX roles with stakeholder duties.
• Proven people and project leadership delivering CX/AI solutions.

Responsibilities

• Lead design and implementation of conversational AI workflows on Proto.
• Own client engagements: discovery, scoping, translating needs into prompts/strategies.
• Oversee chatbot performance via analytics, A/B testing, continuous improvement.

Skills

GPT-powered chatbots

LLMs & NLP

Client-facing leadership

Stakeholder management

Data-driven optimization

Project management

Excellent communication

Job description

Key Responsibilities

• Lead the design, refinement, and implementation of conversational AI workflows using the Proto platform, ensuring solutions align with client objectives and industry standards.
• Own client relationships and engagements, including requirement discovery, solution scoping, and translating business needs into effective AI-driven prompt and conversational strategies.
• Oversee chatbot performance optimization through analytics, A/B testing, and continuous improvement initiatives to drive strong customer experience and business outcomes.
• Manage, coach, and support team members delivering conversational AI and CX solutions, ensuring quality, consistency, and on-time delivery.
• Collaborate cross-functionally with global teams across CX, Product, R&D, and Operations to deploy integrated solutions using Proto and third-party tools.
• Act as a CX and conversational AI subject matter expert, clearly communicating complex technical concepts to both technical and non-technical stakeholders.
• Stay current on emerging trends in LLMs, NLP, and generative AI, proactively recommending enhancements to strengthen Protos CX offerings.
• Contribute to the development of scalable CX processes, best practices, and delivery frameworks across regions.

Required Skills And Qualifications

• Proven experience designing, deploying, and optimizing GPT-powered chatbots, with a strong understanding of prompts, LLMs, and NLP methodologies.
• Strong analytical skills with the ability to evaluate conversational performance, conduct structured testing, and implement data-driven improvements.
• Minimum of 3 years of client-facing experience in a technology, AI, or CX-driven environment, including stakeholder management responsibilities.
• Demonstrated people and project management experience, with a track record of delivering complex CX or AI solutions from concept to launch.
• Excellent written and verbal communication skills, with confidence leading discussions with clients and internal teams.
• Experience or solid understanding of industries such as financial services, healthcare, gaming, ecommerce, transport, or government.
• Comfortable operating in a fast-paced, global, and multicultural environment with a high degree of ownership and accountability.

Location Requirement

• This role is open to candidates currently residing in the Karachi region only. Applicants must be based in Pakistan at the time of application.