Conversational Ai Engineer

 

Description:

Design, build, and operate AI-powered voicebots on the Sprinklr platform to automate customer interactions, improve call containment, and enhance citizen/customer experience across telephony channels. The role focuses on conversational design, IVR modernization, AI integration, and continuous optimization of voice journeys.

 

Key Responsibilities

Voicebot Design & Development

• Design conversational call flows for inquiries, case creation, and transactions using Sprinklr Voicebot / Conversational AI.

• Replace traditional menu-based IVR with natural-language voice experiences.

• Configure intents, entities, prompts, error handling, and fallback strategies.

• Support multilingual and dialect-specific voice experiences (e.g., Arabic / Emirati dialect).

Platform & Telephony Integration

• Integrate voicebots with:

o Sprinklr Telephony / IVR

o CRM systems (e.g., Microsoft Dynamics 365)

o Knowledge bases (RAG / enterprise KBs)

o Backend services and APIs

• Enable seamless handoff between voicebot and live agents.

AI & Automation

• Implement:

o Intent classification and NLP tuning

o Generative AI for dynamic responses (where applicable)

• Build automation for:

o Case creation

o Status checks

o Appointment or request validation

o Outbound voice notifications and confirmations

Analytics & Optimization

• Monitor:

o Containment rate

o Intent accuracy

o Drop-off points

o Customer satisfaction

• Use Sprinklr Conversation Analytics to improve flows and reduce misrouting.

• Continuously refine prompts and logic based on real call data.

Governance & Quality

• Ensure compliance with:

o Security policies

o Data privacy regulations

o Government CX standards (if applicable)

• Define escalation rules and exception handling.

• Support QA and UAT for all voicebot releases.

 

Required Skills & Experience

Technical

• Hands-on experience with:

o Sprinklr Voicebot / IVR / CCaaS

o Conversational AI or chatbot platforms

o API integration (REST, JSON)

• Experience with:

o STT / TTS engines

o NLP / intent models

o Telephony call flows

• Familiarity with CRM integrations

Functional

• Strong understanding of:

o Contact-center operations

o IVR and call routing

o Customer journey design

• Experience designing: