[Hiring] Conversational AI Designer @Tech Mahindra (America's) Inc

Role Description

Are you a Conversational Flow Designer (natural language / conversational AI) who enjoys optimizing conversational flows for virtual agents? If you enjoy working with the business, creating intuitive and engaging conversational experiences that align with the Client’s goals and enhance user satisfaction, this job is an exciting opportunity to work with an Agile and tech-savvy team. Exposure to generative AI (GenAI) and large language model (LLM)-enabled conversational experiences is a plus.

This role requires a deep understanding of natural language processing, user experience design, and a proactive approach to staying abreast of industry trends in conversational AI and GenAI. In this role, you will be responsible for:

• Designing call flows using Amazon Connect/Lex conversational design, focused on IVR front-end design to build self-service contact flows
• Creating user stories
• Developing acceptance criteria
• Responsible for Lex bot training
• Conversation design, feedback, and tuning
• Conversational QA during migration
• Collaborating on GenAI-enabled conversational use cases, including prompt design, response evaluation, and responsible AI considerations

Qualifications

• 3 or more years of conversational design experience with a focus on virtual agents
• 2 or more years of conversational AI experience, including Amazon Connect/Lex conversational design
• Exposure to GenAI, LLMs, prompt engineering, or retrieval-augmented generation (RAG) concepts preferred
• Agent Assist experience
• Experience working in an Agile environment
• Strong communication and collaboration skills, with the ability to work across the business and serve as a liaison
• Ability to analyze data and user feedback to drive continuous improvement
• Knowledge of scripting or programming languages preferred
• Experience with Telco or Contact Center operations and CCaaS technology
• Cloud platform experience (GCP, AWS, or Azure) preferred
• Product Owner certification preferred

Requirements

• Applicants can expect to make between $160,000 to $195,000 upon hire. Pay within this range will vary based upon experience, skills, certifications, education, among other factors as required in the job description.

Benefits

• Medical, vision, dental, life, disability insurance
• Paid time off (including holidays, parental leave, and sick leave, as required by law)

Company Description

Tech Mahindra is an Equal Employment Opportunity employer. We promote and support a diverse workforce at all levels of the company. All qualified applicants will receive consideration for employment without regard to race, religion, color, sex, age, national origin, or disability. All applicants will be evaluated solely on the basis of their ability, competence, and performance of the essential functions of their positions with or without reasonable accommodations. Reasonable accommodations also are available in the hiring process for applicants with disabilities. Candidates can request a reasonable accommodation by contacting the company ADA Coordinator at [email protected].