Job Description

This role owns the conversational AI capability built on Kore.ai XO11 DialogGPT. The position is responsible for defining conversational standards, routing strategy, and prioritization to ensure scalable, high quality automation across service channels.Key responsibilities
? Own end to end conversational AI capability design using Kore.ai XO11 DialogGPT
? Define dialog patterns, prompt standards, routing logic, and escalation frameworks
? Establish clear guidelines for when DialogGPT is used versus NLP or rules based flows
? Lead conversion strategy from legacy IVR and chat experiences to AI driven conversations
? Drive prioritization of intents, journeys, and enhancements based on business value and effort
? Partner with business, UX, engineering, and platform teams to guide delivery
? Review conversation analytics and transcripts to identify optimization opportunities
? Ensure consistency across voice and digital conversational experiences
Key deliverables
? Conversational architecture and routing standards
? DialogGPT prompt and response design guidelines
? Intent prioritization and rollout roadmap
? IVR and legacy bot conversion plans
? Success metrics including containment, deflection, and customer satisfaction impact
Required qualifications
? Proven experience designing conversational AI and LLM driven dialog systems
? Hands on experience with Kore.ai platform, preferably XO11
? Experience designing large scale voice and chat experiences
? Strong ability to translate business requirements into conversational designs
? Comfort operating in evolving AI and experimentation driven environments'