Sprinklr

Key Responsibilities (Scope of Work)

• AI Agent Deployment: Design and deploy end-to-end AI Agents and conversational automation use cases across both Voice and Chat channels.
• Bot Orchestration & Workflow Design: Map complex customer journeys and design logic-based dialog flows that allow AI to hand off to human agents seamlessly when necessary.
• Knowledge Integration: Integrate AI agents with internal Knowledge Bases (KBs), CMS, and CRMs to ensure "grounded" and accurate responses using RAG (Retrieval-Augmented Generation) frameworks.
• Testing & Optimization: Lead rigorous testing phases to refine AI intent recognition, reduce "hallucinations" in GenAI responses, and improve overall AI performance metrics (containment rate, sentiment score).
• Transformation Strategy: Support AI-led transformation initiatives, identifying high-impact automation opportunities within existing customer service workflows.

Required Experience & Qualifications

• GenAI Expertise: Proven track record of delivering Generative AI bots, LLM-based automation (GPT-4, Claude, etc.), or AI Proof of Concepts (POCs).
• Conversational AI Foundations: Strong mastery of intent design, dialog flow management, and NLU (Natural Language Understanding) optimization.
• Platform Exposure: Hands-on experience with Conversational AI platforms (e.g., Sprinklr AI, Genesys Cloud AI/Digital, Google Dialogflow, or Amazon Lex).
• Customer Service Domain: Deep understanding of contact center automation challenges, including channel-switching and contextual continuity.

Technical Integration: Familiarity with API integrations (REST/SOAP) to connect AI agents to third-party data sources