AI Specialist Job in Hyderabad at Intouch CX

Intouch CX is hiring for the role of AI Specialist!

Responsibilities of the Candidate:

• Train, test, and fine-tune AI bots to improve their accuracy, understanding, and responsiveness.
• Identify and resolve common bot escalation points and areas for improvement through ongoing analysis of bot interactions.
• Collaborate with agents and supervisors to gather feedback and identify training gaps for the bots.
• Develop, update, and maintain comprehensive knowledge base articles to ensure accuracy, clarity, and ease of access for both bots and human agents.
• Work closely with subject matter experts to gather information and ensure the knowledge base reflects the latest policies, procedures, and product information.
• Implement strategies for continuous improvement of knowledge base content based on usage patterns and feedback.
• Design, develop, and refine AI prompts to enhance the quality and effectiveness of bot responses and agent assistance tools.
• Experiment with different prompt structures and techniques to optimize AI performance for various contact centre scenarios. 
• Work with the QA team to integrate AI prompt quality metrics into existing contact centre QA rubrics.
• Analyze AI-generated responses and bot interactions against defined quality standards, identifying areas for improvement and providing actionable feedback.
• Contribute to the development and refinement of AI quality auditing processes and tools.
• Partner with AI/ML engineers, data scientists, contact centre operations, and QA teams to implement AI solutions and improve overall system performance.
• Communicate insights and recommendations effectively to both technical and non-technical stakeholders.

Requirements:

• Bachelor’s degree in computer science, Linguistics, Data Science, or a related field.
• Experience working in a contact centre environment or with contact centre technologies is a strong plus.
• Familiarity with prompt engineering techniques and their application in conversational AI.
• Strong understanding of knowledge management principles and experience in developing and maintaining knowledge bases.
• Excellent analytical skills with the ability to interpret data and identify trends to drive improvements.
• Exceptional communication skills, both written and verbal, with the ability to articulate complex technical concepts clearly.
• Familiarity with AI quality assurance methodologies and auditing processes is a plus.