Senior Associate - Chatbots / Voicebots - GCC Advisory

Job Description & Summary:

At PwC, our people in data and analytics engineering focus on leveraging advanced technologies and techniques to design and develop robust data solutions for clients. They play a crucial role in transforming raw data into actionable insights, enabling informed decision-making and driving business growth. Those in intelligent automation at PwC will focus on conducting process mining, designing next generation small- and large-scale automation solutions, and implementing intelligent process automation, robotic process automation and digital workflow solutions to help clients achieve operational efficiencies and reduce costs.

Contact Centre Transformation (strong chat and voice AI):

Role Overview:

We are seeking a Senior Developer with deep expertise in contact centre transformation and advanced AI-driven automation. This role requires architecting scalable solutions, leading technical initiatives, mentoring junior engineers, and driving innovation across enterprise-grade customer engagement platforms. Looking for candidates with 4-8 years of experience.

Responsibilities:

• Lead the design and architecture of end-to-end contact centre transformation solutions.
• Build and optimize Voice Bots, Chatbots, Email Bots, multilingual conversational AI solutions.
• Architect Gen AI-powered Knowledge Bases (RAG), Agent Assist frameworks, and Auto Quality Audit systems.
• Drive transformation projects using Genesys, Avaya, Amazon Connect, Google CCAI, Azure Cognitive Services, AWS Lex, Kore.ai, Yellow.ai.
• Integrate solutions with IVR systems, CRM platforms, ticketing modules, and backend APIs.
• Deliver high-quality solutions using Python, Node.js, microservices, and API-first design.
• Lead DevOps practices: CI/CD pipelines, containerization, cloud-native deployments.
• Ensure enterprise standards for security, scalability, resilience, and compliance.
• Mentor junior developers and collaborate with stakeholders to align technical solutions with business goals.

Required Skills & Experience:

• Contact Centre Platforms: Genesys, Avaya, Amazon Connect, Google CCAI
• Conversational AI & Bots: Voice Bots, Chatbots, Email Bots
• Multilingual bot development
• Agent Assist, Auto QA frameworks
• Gen AI & Knowledge Systems: RAG-based Knowledge Bases
• Contextual AI-driven knowledge retrieval
• CAI Tools: Kore.ai, Yellow.ai
• Azure Cognitive Services, AWS Lex
• Integrations: IVR, CRM (Salesforce, Dynamics), Ticketing (ServiceNow, Zendesk)
• Backend APIs, microservices
• Programming: Expert in Python, Node.js
• Strong knowledge of microservices, API-first design, event-driven systems
• DevOps & Cloud: CI/CD pipelines, GitOps
• Docker, Kubernetes
• AWS, Azure, GCP cloud-native deployments
• Enterprise Practices: Security-first design, compliance (GDPR, HIPAA, PCI-DSS)
• Performance optimization and monitoring
• Scalability and high availability architectures

Any one preferred certification:

• Contact Centre & Conversational AI
• Genesys Certified Professional / Engineer
• Avaya Certified Implementation Specialist (ACIS) or Avaya Certified Support Specialist (ACSS)
• Amazon Connect Specialist Certification
• Google Cloud Contact Center AI (CCAI) Certification
• Kore.ai Certified Developer
• Yellow.ai Platform Certification
• Cloud & DevOps
• AWS Certified Solutions Architect - Professional
• Microsoft Certified: Azure Solutions Architect Expert
• Google Cloud Professional Cloud Architect
• Certified Kubernetes Administrator (CKA)
• Docker Certified Associate

Basic Qualifications:

• Bachelor's degree in Computer Science, Computer Engineering, Information Systems, or a related field.

Mandatory Skill sets:

• Advanced Python programming with expertise in async programming and API development
• Experience with vector databases and embedding models
• Proficiency in implementing RAG pipelines and knowledge retrieval systems
• Familiarity with prompt engineering and LLM optimization techniques
• Experience with development frameworks and tools
• Knowledge of modern software development practices (Git, CI/CD, testing)

Preferred Skill sets:

• Multiple LLM providers (OpenAI, Anthropic, etc.)
• Tools for agent orchestration and workflow management
• Natural Language Processing (NLP) techniques
• Container technologies (Docker, Kubernetes)
• Understanding of semantic search and information retrieval concepts
• Knowledge of agent alignment and safety considerations

Years of Experience Required:

• 4 to 7 years

Education Qualification:

• BE/BTech/MCA/MTech/MBA

Education (if blank, degree and/or field of study not specified):

• Degrees/Field of Study required: Bachelor of Engineering, MBA (Master of Business Administration), Master of Engineering

Required Skills:

• Agentic AI

Optional Skills:

• Accepting Feedback
• Active Listening
• Agile Methodology
• AI Fluency
• AI-Human Collaboration
• Analytical Thinking
• Automation Algorithms
• Automation Engineering
• Automation Framework Design and Development
• Automation Programming
• Automation Solutions
• Automation Studio
• Automation System Efficiency
• Blue Prism
• Business Analysis
• Business Performance Management
• Business Process Analysis
• Business Process Automation (BPA)
• Business Transformation
• Business Value Optimization
• C++ Programming Language
• Cognitive Automation
• Communication
• Conducting Discovery