Role Overview
This intermediate-level position supports the design, development, and deployment of AI-powered conversational systems, particularly within IVR contact center environments. The role involves close collaboration with technology and business teams to deliver robust, secure, and user-focused solutions that align with enterprise standards.
Key Responsibilities
- Design and implement intelligent conversational workflows using AI and generative AI technologies tailored for voice-based interactions
- Configure and fine-tune NLU models, dialogue management, context handling, and channel integrations specific to IVR platforms
- Integrate virtual assistants with backend services, databases, CRM systems, and enterprise applications via APIs and webhooks
- Analyze legacy IVR systems to map call flows, business logic, and customer behaviors for modernization
- Translate existing IVR functionality into scalable AI-driven designs while improving usability and performance
- Lead technical migration efforts, including data transformation, flow recreation, and telephony integration using SIP and CTI protocols
- Enhance NLU accuracy by refining intent recognition, entity extraction, and contextual awareness in voice conversations
- Develop natural-sounding voice prompts and responses to improve the overall user experience
- Monitor system performance through metrics such as NLU accuracy, task completion rates, fallback frequency, and integration reliability
- Use conversational analytics to detect user challenges and optimize interaction paths
- Ensure solutions are built for high availability, performance, and resilience under heavy call volume
- Support secure coding practices and compliance with regulatory and internal policy requirements
- Advise junior team members and act as a technical resource for complex issues
- Exercise independent judgment with minimal supervision and contribute to strategic recommendations
Required Qualifications
- Minimum of five years of experience in the financial services sector
- Proven background in software application development
- Working knowledge of natural language processing and understanding (NLP/NLU)
- Strong programming skills in Python and Java
- Intermediate experience in application development with demonstrated problem-solving ability
- Effective written and verbal communication skills
- Ability to adapt to changing priorities and meet tight deadlines
Preferred Qualifications
- Prior experience developing chatbots or conversational interfaces
- Familiarity with Node.js
- Hands-on experience with the Kore.ai platform
Technical Environment
Python, Java, Node.js, NLP/NLU, RESTful APIs, webhooks, SIP, CTI, Kore.ai
Work Model
This is an onsite position requiring presence at the designated work location.
Equal Opportunity Employer Statement
The organization is committed to equal employment opportunity. All qualified applicants will be considered without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other protected characteristic under applicable law.
