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