Conversational AI Developer

Position: Senior Associate

Industry: Digital Contact Solutions (DCS), Telecommunications-Media-Technology (TMT), Health Industries (Payers, Providers, Life Sciences), CPG/Retail, Financial Services, Industrial Products and Services (IPS), Deals

Domain:Data Science – Conversational AI

About Acceleration Center Mumbai/Bangalore

At PwC, we connect people with diverse backgrounds and skill sets to solve important problems together and lead with purpose—for our clients, our communities and for the world at large. It is no surprise therefore that 429 of 500 Fortune global companies engage with PwC. Acceleration Centers (ACs) are PwC’s diverse, global talent hubs focused on enabling growth for the organization and value creation for our clients.The PwC Advisory Acceleration Center in Bangalore is part of our Advisory business in the US. The team is focused on developing a broader portfolio with solutions for Risk Consulting, Management Consulting, Technology Consulting, Strategy Consulting, Forensics and vertical specific solutions. PwC's high-performance culture is based on passion for excellence with a focus on diversity and inclusion. You will collaborate with and receive support from a network of people to achieve your goals. We will also provide you with global leadership development frameworks and the latest in digital technologies to learn and excel in your career. At the core of our firm's philosophy is a simple construct: We care for our people. Globally PwC is ranked the 3rd most attractive employer according to Universum. Our commitment to Responsible Business Leadership, Diversity & Inclusion, work-life flexibility, career coaching and learning & development makes our firm one of the best places to work, learn and excel   

We are looking for an experienced senior associate with a strong analytical and a Conversational AI background (and overall professional experience of 4+ years) to work in our Digital Contact Solutions team withinthe Analytics Consulting practice.

Senior Associate’s will work as an integral part of business analytics teams in India alongside clients and consultants in the U.S., leading teams for high-end analytics consulting engagements and providing business recommendations to project teams.  

Education: Advanced Degree in a quantitative discipline such as Computer Science, Engineering, Econometrics, Statistics or Information Sciences such as business analytics or informatics   

Required Skills:

• Familiarity with the Conversational AI domain, conversational design & implementation, customer experience metrics, and industry-specific challenges 

• Understanding of conversational (chats, emails and calls) data and its preprocessing (including feature engineering if required) to train Conversational AI systems. 

• Strong problem-solving and analytical skills to troubleshoot and optimize conversational AI systems. 

• Familiarity with NLP/NLG techniques such as parts of speech tagging, lemmatization, canonicalization, Word2vec, sentiment analysis, topic modeling, and text classification. 

• NLP and NLU Verticals Expertise: Text to Speech (TTS), Speech to Text (STT), SSML modeling, Intent Analytics, Proactive Outreach Orchestration, OmniChannel AI & IVR (incl. Testing), Intelligent Agent Assist, Contact Center as a Service (CCaaS), Modern Data for Conversational AI and Generative AI. 

• Experience building chatbots using bot frameworks like RASA/ LUIS/ DialogFlow/Lex etc. and building NLU model pipeline using feature extraction, entity extraction, intent classification etc.  

• Understanding and experience on cloud platforms (e.g., AWS, Azure, Google Cloud, Omilia Cloud Platform, Kore.ai, OneReach.ai, NICE, Salesforce, etc.) and their services for building Conversational AI solutions for clients 

• Expertise in Python or PySpark. R and JavaScript framework. 

• Expertise in visualization tools such as Power BI, Tableau, Qlikview, Spotfire etc. 

• Experience with evaluating and improving conversational AI system performance through metrics and user feedback 

• Excellent communication and collaboration skills to work effectively with cross-functional teams and stakeholders. 

• Proven track record of successfully delivering conversational AI projects on time

• Familiarity with Agile development methodologies and version control systems. 

• Ability to stay updated with the latest advancements and trends in conversational AI technologies. 

• Strong strategic thinking and ability to align conversational AI initiatives with business goals. 

• Knowledge of regulatory and compliance requirements related to conversational AI applications 

• Experience in the telecom industry or a similar field 

• Familiarity with customer service operations and CRM systems 

Nice to Have:  

• Familiarity with data wrangling tools such as Alteryx,Excel and Relational storage (SQL)

• ML modeling skills: Experience in various statistical techniques such as Regression, Time Series Forecasting, Classification, XGB, Clustering, Neural Networks, Simulation Modelling, Etc.

• Experience in survey analytics, organizational functions such as pricing, sales, marketing, operations, customer insights, etc.

• Understanding of NoSQL databases (e.g., MongoDB, Cassandra) for handling unstructured and semi-structured data.  

Roles and Responsibilities: As an SA, you will be involved in the end-to-end project cycle starting from developing proposals to delivering the final product. Other than supporting the elite PwC leadership, you will also be leading various client conversations that will help you build a suitable product. Some of the specific responsibilities include are to: 

• Develop and execute project & analysis plans under the guidance of project manager

• Translate business needs into data science solutions and actionable insights.

• Client handling and interaction on the business problems to be solved.  

• Drive and conduct analysis using advanced analytics tools and coach the junior team members.  

• Ability to write and deploy production ready code.  

• Build storylines and make presentations for the client team and/or PwC project leadership team.  

• Contribute to knowledge and firm building activities.  

What we offer:

• At PwC, we care for the mental & physical wellbeing of our people and respect the flexibility that is needed in these difficult times. Keeping these factors in mind, we have introduced policies around Work-from-Home. Anywhere and flexible working hours.  

• Mid-year appraisal cycle to reward performance on time.

• Opportunities to solve problems which matter to our clients and have a strong, long-lasting impact.

• Continuous learning and upskilling opportunities nurturing you to become a better leader and consultant of tomorrow. We provide you with access to Massive Online Open Courses (MOOC) at no cost.  

• A world class leadership to guide you on gaining expertise across various functions and a top notch.

• Diverse peer group to support you throughout the journey.

• Interaction with the senior client leadership and a chance to meet them in person by visiting client locations (as needed) and/or permanent relocation.