Job Description

Industry/Sector

Not Applicable

Specialism

Customer

Management Level

Senior Associate

& Summary

The Opportunity

Join our Acceleration Center India and help shape the future of business for our diverse client portfolio across geographies and jurisdictions. You’ll work at the heart of global teams across Advisory, Assurance, Tax and Business Services—solving real client challenges through connected collaboration. We’ll help you grow your skills so you can go further. With hands-on learning, cutting-edge tools and an inclusive culture, this is your opportunity to do inspiring work that makes a difference—every day.

As a Convo & Agentic AI Developer-Senior Associate, you will be at the forefront of designing and implementing AI-driven solutions that transform raw data into actionable insights, enabling informed decision-making and driving business growth. Within our Technology Consulting practice, you will leverage your skills to build and deploy software and platform systems that create scalable Artificial Intelligence and Machine Learning solutions. Your role will involve designing AI systems, data wrangling, and software implementation to make AI models useful and scalable.

As a Senior Associate, you will focus on building meaningful client connections and developing a deeper understanding of the business context. You will navigate complex situations, mentor others, and maintain professional and technical standards. This role at PwC Acceleration Center India offers the opportunity to work closely with clients, anticipate their needs, and deliver quality solutions. You will be expected to embrace increased ambiguity, ask questions, and use these moments as opportunities to grow. In this role at PwC, you will transform data into insights, enabling clients to make informed decisions and drive their business forward.

Responsibilities

Design, build, and maintain intents, entities, dialog flows, and NLU models for voicebots/chatbots on one or more CCaaS platforms (e.g., NICE CXone, Genesys Cloud, Amazon Connect, Five9, Avaya, Twilio Flex).

• Configure and tune IVR call flows, DTMF/ASR grammar, barge-in, and voice biometrics settings for optimal containment and CSAT.

• Write, test, and iterate conversation scripts/prompts, handling edge cases, disambiguation, and graceful fallback/escalation to human agents.

• Monitor bot performance (containment rate, deflection, intent accuracy, CSAT) and continuously retrain/tune NLU models using production utterances.

• Design and build LLM-powered agents capable of multi-step reasoning, tool/API invocation, and task completion (e.g., order status lookup, refunds, appointment scheduling) within the contact center workflow.

• Implement RAG (retrieval-augmented generation) pipelines connecting agents to knowledge bases, CRM, ticketing, and backend systems for grounded, accurate responses.

• Orchestrate multi-agent workflows (e.g., using LangChain, LangGraph, Semantic Kernel, or platform-native agent builders) including handoffs between specialized agents and human-in-the-loop checkpoints.

• Apply prompt engineering, guardrails, and evaluation frameworks to ensure agent responses are accurate, safe, and on-brand.

• Collaborate with solution architects, QA, and platform teams to deploy, test, and support bots/agents in production environments.

• Document flows, prompts, agent logic, and integration architecture for handover, audits, and knowledge continuity.

• Design, develop, and maintain end-to-end applications supporting contact center operations, spanning front end interfaces, backend services, and data layers

• Implement backend business logic, orchestration layers, and serverless functions supporting contact center workflows

• Assist in solution design and architecture for chatbot, voicebot, and IVR journeys across multiple CCaaS platforms.

• Own end-to-end bot lifecycle: Conversation design, NLU/NLP model development, integration, testing, deployment, and post-go-live optimization.

• Integrate conversational solutions with CRM, ticketing, telephony (SIP/IVR), and backend enterprise systems using APIs, middleware, and webhooks.

• Define and enforce best practices, reusable components, and design standards across projects.

• Implement authentication, authorization, and secure data exchange patterns across application tiers

• Analyze application and system performance and proactively optimize scalability, reliability, and maintainability

• Collaborate with solution architects, product owners, and clients to translate business requirements into technical designs.

• Troubleshoot production issues and drive root-cause analysis for bot performance degradation.

• Support deployment, environment configuration, and release activities in partnership with DevOps teams

• Collaborate closely with product owners, architects, designers, and cross-functional development teams to ensure successful delivery of solutions

• Participate in architectural discussions, solution design reviews, code reviews, and best practice implementations

• Manage defects through triage, root cause analysis, and resolution within agreed quality standards
  
  What You Must Have
  
  - At least a Bachelor's degree
  - At least 5 years of experience
  - Oral and written proficiency in English required
  
  What Sets You Apart
  
  Hands-on experience with at least one CCaaS platform: NICE CXone, Genesys Cloud/PureCloud, Amazon Connect, Five9, Avaya, Twilio Flex, or similar.

• Practical experience building chatbots/voicebots using NLU engines such as Google Dialogflow, Amazon Lex, Microsoft Bot Framework/CLU, IBM Watson Assistant, or Nuance Mix.

• Working knowledge of LLMs and agentic frameworks (OpenAI/Anthropic APIs, LangChain, LangGraph, Semantic Kernel, or equivalent) and prompt engineering fundamentals.

• Understanding of RAG architecture, vector databases (Pinecone, Weaviate, FAISS), and basic API/webhook integration (REST, JSON).

• Familiarity with a scripting/programming language (Python, JavaScript/Node.js) for custom logic, integrations, or agent tooling.

• Strong analytical skills to interpret conversation logs, transcripts, and bot analytics dashboards to identify improvement areas.

• Clear written and verbal communication for documenting flows and collaborating with cross-functional teams.

• Proven track record independently owning at least one end-to-end conversational or agentic AI deployment from design through go-live.

• Experience defining evaluation metrics/test suites for LLM agent quality (accuracy, hallucination rate, task success rate).

• Prior experience mentoring junior engineers or reviewing others' bot builds/prompt designs.

• Proficiency in software development using Java, JavaScript, Python, or similar programming languages

• Hands-on experience in front end programming using JavaScript, HTML, CSS, and modern frameworks such as React or Angular

• Strong experience in API development and REST API integration, including authentication mechanisms and cloud-based services

• Experience designing and building microservices and event-driven architecture

• Strong grounding in solution design, DevOps collaboration, and defect management practices

• Experience with speech analytics, sentiment analysis, or real-time agent-assist tools.

• Knowledge of telephony protocols (SIP, WebRTC) and voice biometrics.

• Exposure to MLOps/LLMOps practices for monitoring and continuously improving deployed models/agents.

• Relevant certifications (e.g., Genesys Cloud Certified, NICE CXone, AWS Certified – Machine Learning/Connect, Google Dialogflow).

• Platforms & Technologies:
  • CCaaS Platforms: NICE CXone, Genesys Cloud, Amazon Connect, Five9, Avaya, Twilio Flex
  • NLU/Bot Builders: Dialogflow CX/ES, Amazon Lex, Microsoft Bot Framework, Watson Assistant, Nuance Mix
  • Agentic/LLM Frameworks: OpenAI, Anthropic (Claude), LangChain, LangGraph, Semantic Kernel, AutoGen
  • Integration & Data: REST/webhooks, Salesforce, ServiceNow, Zendesk, vector DBs (Pinecone/Weaviate/FAISS)
  • Languages: Python, JavaScript/Node.js, JSON/YAML
  • Cloud & serverless: AWS (Connect, Lambda, Lex, AWS AI Agents), Azure, Google Cloud Platform (GCP)
  • CCaaS platforms: Amazon Connect, NICE CXone Mpower, Genesys CX
  • AI & Gen AI: Amazon Bedrock, Google Vertex AI, OpenAI, Kore.ai, Google Dialogflow CX
  • Languages & data: Python, SQL, Power BI, Databricks
  • Version control: GitHub
• Methodologies & Tools:
  • Experience working in SAFE Agile / Agile / Scrum development environments
  • Familiarity with CI/CD pipelines, DevOps practices, and cloud-native development is a plus

Travel Requirements

Not Specified

Job Posting End Date