753665WD Convo & Agentic AI Developer-Senior Associate-Hyderabad

Industry/Sector

Not Applicable

Specialism

Customer

Management Level

Associate

Job Description & Summary

Additional Job Description

The Opportunity

Join our Acceleration Center India and help shape the future of business for our diverse client portfolio across geographies and jurisdictions. You’ll work at the heart of global teams across Advisory, Assurance, Tax and Business Services—solving real client challenges through connected collaboration. We’ll help you grow your skills so you can go further. With hands-on learning, cutting-edge tools and an inclusive culture, this is your opportunity to do inspiring work that makes a difference—every day.

As a Convo & Agentic AI Developer-Senior Associate, you will be at the forefront of designing and implementing AI-driven solutions that transform raw data into actionable insights, enabling informed decision-making and driving business growth. Within our Technology Consulting practice, you will leverage your skills to build and deploy software and platform systems that create scalable Artificial Intelligence and Machine Learning solutions. Your role will involve designing AI systems, data wrangling, and software implementation to make AI models useful and scalable.

As a Senior Associate, you will focus on building meaningful client connections and developing a deeper understanding of the business context. You will navigate complex situations, mentor others, and maintain professional and technical standards. This role at PwC Acceleration Center India offers the opportunity to work closely with clients, anticipate their needs, and deliver quality solutions. You will be expected to embrace increased ambiguity, ask questions, and use these moments as opportunities to grow. In this role at PwC, you will transform data into insights, enabling clients to make informed decisions and drive their business forward.

Responsibilities

Design, build, and maintain intents, entities, dialog flows, and NLU models for voicebots/chatbots on one or more CCaaS platforms (e.g., NICE CXone, Genesys Cloud, Amazon Connect, Five9, Avaya, Twilio Flex). 

• Configure and tune IVR call flows, DTMF/ASR grammar, barge-in, and voice biometrics settings for optimal containment and CSAT.

• Write, test, and iterate conversation scripts/prompts, handling edge cases, disambiguation, and graceful fallback/escalation to human agents.

• Monitor bot performance (containment rate, deflection, intent accuracy, CSAT) and continuously retrain/tune NLU models using production utterances.

• Design and build LLM-powered agents capable of multi-step reasoning, tool/API invocation, and task completion (e.g., order status lookup, refunds, appointment scheduling) within the contact center workflow.

• Implement RAG (retrieval-augmented generation) pipelines connecting agents to knowledge bases, CRM, ticketing, and backend systems for grounded, accurate responses.

• Orchestrate multi-agent workflows (e.g., using LangChain, LangGraph, Semantic Kernel, or platform-native agent builders) including handoffs between specialized agents and human-in-the-loop checkpoints.

• Apply prompt engineering, guardrails, and evaluation frameworks to ensure agent responses are accurate, safe, and on-brand.

• Collaborate with solution architects, QA, and platform teams to deploy, test, and support bots/agents in production environments.

• Document flows, prompts, agent logic, and integration architecture for handover, audits, and knowledge continuity.

• Design, develop, and maintain end-to-end applications supporting contact center operations, spanning front end interfaces, backend services, and data layers

• Implement backend business logic, orchestration layers, and serverless functions supporting contact center workflows

• Assist in solution design and architecture for chatbot, voicebot, and IVR journeys across multiple CCaaS platforms.

• Own end-to-end bot lifecycle: Conversation design, NLU/NLP model development, integration, testing, deployment, and post-go-live optimization.

• Integrate conversational solutions with CRM, ticketing, telephony (SIP/IVR), and backend enterprise systems using APIs, middleware, and webhooks.

• Define and enforce best practices, reusable components, and design standards across projects.

• Implement authentication, authorization, and secure data exchange patterns across application tiers

• Analyze application and system performance and proactiv…