Role Description
This leadership role focuses on designing, building, and scaling conversational AI systems such as chatbots, virtual assistants, voice assistants, and AI-driven customer engagement platforms. It combines natural language processing (NLP), machine learning, product design, customer experience, and enterprise integration.
- Conversational AI Manager focuses on building and managing chatbot/voice assistant solutions, improving performance, and handling day-to-day AI operations
- AI Consultant focuses on advising organizations on conversational AI strategy, use cases, platform selection, and implementation roadmaps
- Conversational AI Director leads enterprise conversational AI strategy, multi-channel AI ecosystems, governance, and large-scale customer automation programs
Key Responsibilities
- Designing conversational AI systems for customer service, sales, HR, or internal support use cases
- Building and improving chatbots, voice bots, and virtual assistants across digital channels
- Managing NLP models, intent classification, dialogue flows, and training datasets
- Improving user experience, containment rate, resolution rate, and engagement quality
- Integrating AI systems with CRM, contact center, and enterprise platforms
- Managing chatbot performance monitoring, analytics, and continuous optimization
- Leading conversational design, UX writing, and knowledge management strategies
- Collaborating with Product, Engineering, Data Science, and Customer Experience teams
- Driving automation of customer interactions to reduce cost and improve efficiency
- Ensuring AI governance, compliance, privacy, and ethical AI usage
Qualifications (Must-have)
- Bachelor's or Master's degree in Computer Science, AI, Data Science, Linguistics, Engineering, or related field
- 5–15+ years of experience in AI, NLP, product, digital transformation, or customer experience roles
- Strong understanding of natural language processing (NLP) and conversational design principles
- Experience building or managing chatbot or virtual assistant systems
- Strong analytical, product thinking, and problem-solving skills
- Experience working with cross-functional technical and business teams
- Strong communication and stakeholder management skills
- Ability to translate business problems into AI-driven conversational solutions
Preferred Qualifications
- Experience with conversational AI platforms such as Google Dialogflow, Amazon Lex, Microsoft Bot Framework, IBM Watson Assistant, or Rasa
- Exposure to large language models and generative AI systems (LLMs)
- Experience integrating with CRM/contact center tools such as Salesforce Service Cloud or Zendesk
- Background in customer service, fintech, e-commerce, telecom, or enterprise SaaS environments
- Experience with speech-to-text / text-to-speech systems and voice assistants
- Familiarity with AI model training, fine-tuning, and evaluation metrics
- Experience working with cloud platforms such as Amazon Web Services, Microsoft Azure, or Google Cloud
- Experience leading regional or global AI automation programs
- MBA or advanced AI/technical certification is a plus
