Senior Developer - CX Implementation

Senior Developer

Experience: 5-6 years

Job Description

About Organization: Firstsource is a leading provider of business process management services. We specialize in delivering innovative and digitally empowered customer experience solutions. Our expertise spans across various industries, including healthcare, telecommunications, banking, and financial services. At Firstsource, we are committed to driving digital transformation and helping our clients achieve their business goals through cutting-edge technology and exceptional service.

About Role: We are looking for a Senior Developer with deep hands-on expertise in the Kore.ai XO Platform to lead the development of conversational AI and contact center automation solutions. The ideal candidate will bring strong technical skills in conversational IVR and chatbot implementation, real-time agent assist, and backend integrations, along with the ability to take ownership of solution delivery from design interpretation through to production deployment. This is a highly visible, hands-on role that involves working closely with cross-functional teams to build scalable, high-performance AI experiences across voice and digital channels.

Responsibilities

• Own end-to-end development and implementation of Kore.ai solutions including voice bots (Conversational IVR), chatbot, agent assist, quality management automation and post contact analytics & insights
• Build and enhance complex dialog tasks, event handling, conditional logic, and NLP training flows on the Kore.ai XO platform
• Implement real-time API integrations via service nodes, handle authentication flows, and manage session/context logic
• Drive voice channel enablement, including SIP trunk configuration, intelligent call routing, and transfer logic
• Develop components for Agent Assist, including intent recognition, real-time hints, and embedded knowledge surfacing
• Lead code reviews, unit testing, debugging, and performance tuning
• Guide and mentor junior developers, support their code, and help them grow Kore.ai platform skills
• Collaborate closely with solution designers and architects to ensure timely and robust delivery
• Contribute to reusable bot components, documentation, and delivery accelerators for future scaling
  
  

Technical Skills Required

• Kore.ai XO Platform (v11): Dialog tasks, event nodes, conversational IVR, context management, bot lifecycle management
• Programming: JavaScript (for scripting business logic), REST API integration, JSON parsing, async flows
• Voice Enablement: SIP transfers, call routing logic, IVR tree design, real-time agent handoff
• NLP & AI: Intent/entity training, pattern matching, sentiment analysis, knowledge graph integration
• Tools & Testing: Emulator, NLP tuning, bot testing tools, Postman
• Version Control: Git, Bitbucket
• Databases: MongoDB, Redis (preferred)
• DevOps Familiarity: Bot publishing, deployment workflows, change tracking
  
  

Qualifications

• Bachelor's degree in Computer Science, Engineering, or related field
• 5+ years of experience in software development with at least 3+ years of hands-on Kore.ai work
• Experience working on enterprise-grade conversational AI projects across web, mobile, and voice channels
• Kore.ai certifications (XO11, Smart Assist, Agent Assist, Search Assist) strongly preferred
• Familiarity with Agile delivery, and customer-facing production deployments
  
  

What We Are Looking For

• A hands-on Kore.ai developer with deep implementation experience and the ability to drive technical excellence
• Someone who can lead by example, guide junior team members, and collaborate with cross-functional stakeholders
• Strong analytical and problem-solving skills, with the ability to debug complex integrations and optimize performance
• Good communication skills and comfort working in a client-facing, fast-paced delivery environment
• A mindset of continuous learning and interest in shaping the future of customer experience through AI