Conversational Developer

Conversational Developer

Department: 73-436 - Customer Services - CoE

Employment Type: Permanent - Full Time

Location: India - Hyderabad

Reporting To: Amit Juyal

Description

Key Responsibilities

• Build Impactful Conversational Experiences: Design and deliver intelligent bots for both chat and voicechannels, creating seamless customer journeys across web, WhatsApp, Facebook, and voice platforms.
• Work with Cutting-Edge AI Technologies: Implement conversational solutions powered by Generative AI (LLMs) and Agentic AI systems, enabling next-gen automation and personalization.
• Design End-to-End Architectures: Take ownership of the full solution — from ideation, wireframing, and flow design to API integration and production deployment.
• Collaborate with Cross-Functional Teams: Work closely with Product, Engineering, and Customer Service teams to align conversational solutions with business goals and deliver measurable impact.
• Influence the Future of Automation: Drive innovation, propose enhancements, and shape best practices to scale conversational AI across the organization.

Skills, Knowledge & Expertise

• Conversational AI Platforms: Expertise in Yellow.ai, Rasa, Dialogflow CX/ES, Cognigy, Kore.ai, or Microsoft Bot Framework.
• Custom Flow Design: Experience building dynamic bot flows, NLP tuning, fallback handling, and multi-language support.
• Channel Integrations: Ability to integrate bots across Web, WhatsApp, Facebook Messenger, and Voice (Dialogflow, Amazon Lex).
• Scripting Skills: Proficiency in JavaScript, Node.js, or Python for creating custom logic and dynamic responses.
• NLP Expertise: Strong understanding of intent/entity recognition, NER, slot-filling, dialogue state management, and conversation memory.
• Generative AI (LLM): Hands-on experience with OpenAI GPT, Claude, Cohere, and prompt engineering (zero-shot, few-shot). Experience with Agentic AI systems is a strong plus.
• Voice Bot Development: Knowledge of STT/TTS integration and designing voice-optimized dialogues.
• API & Backend Experience: Strong understanding of RESTful APIs, webhooks, and event-driven architecture.
• Zendesk Experience: Familiarity with Zendesk Support, ZIS, or Ticketing API for bot-to-agent handoff and ticket automation (preferred).
• Analytical & Problem-Solving Mindset: Ability to use analytics to monitor bot performance, reduce fallback rates, and iteratively improve solutions.
• Collaboration & Communication Skills: Comfortable working with diverse teams and simplifying complex solutions for both technical and non-technical stakeholders.
• Adaptability: Thrives in a fast-paced, evolving environment, and proactively contributes to improving products and processes.