Contact Centre - AI Chatbot Lead - PA2026GCCAICHAT001
Core
Design, build, and optimize AI chatbots for a contact centre handling ~40,000 chats/month to maximize self-service and containment.
Role type
Senior IC AI Chatbot Lead
Builds
AI chatbot experiences and conversation flows
Domain
Financial services / Contact Centre Operations
Deliverable
production ML models
Required skills
Chatbot platform expertise, Conversation flow design, Data analysis, Regulatory compliance, API integration, Change management
Preferred skills
Financial services experience, Digital servicing background
Technologies
NICE Enlighten, Genesys, Dialogflow, Cognigy, Freshworks
Responsibilities
Architect and configure AI chatbots, Map and refine conversation flows, Analyse chat data to improve containment, Collaborate with operations and compliance teams, Implement change and testing processes, Measure and report on CSAT and deflection
Seniority
Senior, hands-on IC
