Manager CX AI Designer

Job description

AI Conversation Designer & Trainer (Customer Experience CX-AI) Designation - Manager CX AI Designer Location - Mumbai Sakinaka Experience: 2+ years MINIMUM GRADUATION IS MANDATORY Mention these details and email me at pritha.chakraborty@dtdc.com / 6361689168 (whatzapp) Mention these details = Current CTC = Expected CTC = Notice Period = Total work experience = Current Location = About the Role We are looking for a highly motivated professional to design, train, and continuously improve AI-driven customer interactions across chat and voice platforms. This role will play a key part in building next-generation AI systems that not only respond to customer queries but also understand intent, take actions, and resolve issues end-to-end. You will work at the intersection of AI, customer experience, and operations, contributing to the development of scalable, intelligent, and outcome-driven conversational systems. Key Responsibilities • Design and optimize conversational flows for customer interactions across use cases such as tracking, delivery exceptions, NDR, rescheduling, and complaints • Train and fine-tune AI/ML models using real customer interaction data to improve intent recognition and response quality • Continuously monitor AI performance and identify improvement opportunities based on live data and feedback • Enhance AI capabilities to enable action-oriented workflows (e.g., rescheduling deliveries, updating shipment details, triggering notifications) • Collaborate with cross-functional teams including technology, customer support, and operations to ensure seamless execution • Develop and refine prompts for LLM-based systems to ensure accurate, contextual, and brand-aligned responses • Analyze conversation data to identify trends, gaps, and failure points, and implement corrective actions Desired Profile • 2+ years of experience in Conversational AI, Chatbot Design, Customer Experience, Product, or related roles • Strong understanding of conversational design principles and user interaction flows • Hands-on experience or familiarity with AI/ML systems, including LLMs and prompt engineering • Exposure to voice bots or conversational AI in telephony systems • Ability to interpret data and derive actionable insights for continuous improvement • Strong problem-solving mindset with attention to detail Excellent communication and collaboration skills Key Performance Indicators (KPIs) Improvement in AI-led query resolution rate Increase in automation/containment rate without compromising customer experience Reduction in escalations to human agents Accuracy of intent recognition and response relevance Improvement in customer satisfaction (CSAT) for AI-led interactions Reduction in repeat queries and turnaround time for issue resolution Speed and effectiveness in identifying and resolving AI performance gaps