Principal Consultant-aiml

Ready to shape the future of work At Genpact we don t just adapt to change we drive it AI and digital innovation are redefining industries and we re leading the charge Genpact s our industry-first accelerator is an example of how we re scaling advanced technology solutions to help global enterprises work smarter grow faster and transform at scale From large-scale models to our breakthrough solutions tackle companies most complex challenges If you thrive in a fast-moving tech-driven environment love solving real-world problems and want to be part of a team that s shaping the future this is your moment Genpact NYSE G is an advanced technology services and solutions company that delivers lasting value for leading enterprises globally Through our deep business knowledge operational excellence and cutting-edge solutions - we help companies across industries get ahead and stay ahead Powered by curiosity courage and innovation our teams implement data technology and AI to create tomorrow today Get to know us at and on and Inviting applications for the role of Principal Consultant Tester Contact Center AI-ML GenAI In this role you will be responsible for detail-oriented lead Tester role for next-generation Contact Center solutions powered by AI ML and Generative AI In this role you will be responsible for validating the quality agent performance operational efficiency performance and reliability of advanced conversational platforms machine learning pipelines and GenAI integrations such as intelligent assistants voice bots Data and NLP-driven services Responsibilities Design develop and execute manual and automated test cases for Contact Center platforms with AI ML and GenAI integrations IVR Perform functional regression performance and usability testing for voice and chat-based AI interfaces Collaborate with product managers developers and AI ML engineers to understand feature requirements and ensure test coverage Validate natural language understanding NLU outputs conversational flows speech-to-text text-to-speech performance and GenAI-driven response accuracy Test integrations with popular CCaaS platforms e g Genesys NICE Amazon Connect etc Develop test plans for AI training models including identifying edge cases and input variations Support UAT sessions and provide stakeholder-level QA reporting Use analytics tools and logs to debug and triage issues with AI-driven components Ensure GenAI outputs are contextually relevant safe and free of hallucinations Participate in test automation efforts using tools like Selenium Postman Python or custom frameworks Monitor system performance and scalability under high-volume traffic e g peak call chat loads Validate AI models for call drivers call categorization sentiment scoring agent behavior predictions etc Ensure application alignment with key Contact Center KPIs such as Average Handle Time AHT First Call Resolution FCR Customer Satisfaction CSAT Net Promoter Score NPS Agent Utilization Occupancy Adherence and Shrinkage Transfer Rate Hold Time Call Abandon Rate Qualifications we seek in you Minimum Qualifications hands-on experience in software testing preferably in AI ML and contact center environments Hands-on experience testing IVR systems voice bots or omnichannel contact center platforms e g Genesys NICE Amazon Connect Twilio Flex Understanding of machine learning workflows and basic ML model testing Familiarity with Generative AI technologies especially prompt engineering output validation and context testing Experience with REST APIs web sockets and microservices testing Strong knowledge of test automation tools e g Selenium Postman Robot Framework PyTest Proficiency in scripting languages Python JavaScript or similar Knowledge of cloud platforms AWS Azure GCP and CI CD pipelines Excellent analytical troubleshooting and communication skills Testing Fundamentals Strong understanding of testing principles methodologies and test case design Understanding of cloud-based data ecosystems AWS Azure Familiarity with Speech Analytics IVR mapping and call routing logic Exposure to model evaluation metrics precision recall accuracy for validating AI ML solutions Test automation experience using Selenium or Python optional Preferred Qualifications Skills Experience with LLM evaluation frameworks e g LangChain testing RAG testing tools OpenAI Evals Strong knowledge of Contact Center processes and KPIs Testing including API testing Experience in Coding in Python Exposure to conversation design dialogue flow or intent training Certifications in AI ML or GenAI cloud technologies Why join Genpact Be a transformation leader - Work at the cutting edge of AI automation and digital innovation Make an impact - Drive change for global enterprises and solve business challenges that matter Accelerate your career - Get hands-on experience mentorship and continuous learning opportunities Work with the best - Join 140 000 bold thinkers and problem-solvers who push boundaries every day Thrive in a values-driven culture - Our courage curiosity and incisiveness - built on a foundation of integrity and inclusion - allow your ideas to fuel progress Come join the tech shapers and growth makers at Genpact and take your career in the only direction that matters Up Let s build tomorrow together Genpact is an Equal Opportunity Employer and considers applicants for all positions without regard to race color religion or belief sex age national origin citizenship status marital status military veteran status genetic information sexual orientation gender identity physical or mental disability or any other characteristic protected by applicable laws Genpact is committed to creating a dynamic work environment that values respect and integrity customer focus and innovation Furthermore please do note that Genpact does not charge fees to process job applications and applicants are not required to pay to participate in our hiring process in any other way Examples of such scams include purchasing a starter kit paying to apply or purchasing equipment or training