Lead AI Engineer – Customer Service Automation

1 week ago

Mumbai, Maharashtra, India Volo Health Insurance TPA Pvt Ltd Full time ₹ 6,00,000 - ₹ 18,00,000 per year

Job Title:
Lead AI Engineer – Customer Service Automation

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Role Summary:

We are seeking a technically skilled
Customer Care AI Lead
to spearhead our customer service automation initiatives using artificial intelligence. This role is ideal for someone passionate about blending customer experience strategy with cutting-edge AI technologies to transform how support is delivered across channels (chat, voice, email, social). You will own the AI strategy and delivery roadmap across bots, NLP, virtual assistants, and analytics to scale intelligent, personalized, and efficient support.

Key Responsibilities:Strategy & Leadership

  • Define and lead the AI strategy for customer care, aligning with business goals around service excellence, cost optimization, and digital innovation.
  • Identify high-impact use cases for AI and automation across the customer journey.
  • Act as the primary liaison between business stakeholders, technical teams, and vendors for AI initiatives.

AI Solution Development

  • Lead the design, deployment, and optimization of AI-powered tools (chatbots, voicebots, sentiment analysis, auto-response systems, etc.).
  • Ensure AI solutions are human-centric, context-aware, and aligned with brand voice and tone.
  • Oversee data pipelines and training models to continuously improve NLP/NLU performance.

Customer Experience Optimization

  • Leverage AI insights to personalize experiences and improve resolution rates across digital channels.
  • Use analytics and A/B testing to iterate and improve AI solution performance.
  • Ensure seamless handoffs between AI agents and human agents in hybrid support models.

Qualifications:

  • Bachelor's or Master's degree in Computer Science, AI/ML, Data Science, or a related field.
  • 6–10 years of experience in customer experience or AI/automation roles, with 2+ years in a leadership or lead architect role.
  • Deep understanding of conversational AI platforms (e.g., Google Dialogflow, Azure Bot Framework, Amazon Lex, , Cognigy).
  • Strong knowledge of NLP, NLU, and AI/ML fundamentals.
  • Experience integrating AI solutions with CRMs, ticketing platforms, and knowledge bases.
  • Proficient in tools like Python, RPA (e.g., UiPath), cloud environments, and API integrations.

Preferred Skills:

  • Experience in contact center transformation or digital customer experience.
  • Familiarity with customer analytics platforms and CX measurement (e.g., CSAT, NPS, FCR).
  • Strong program management and cross-functional leadership skills.
  • Excellent communication and stakeholder management abilities.

What We Offer:

  • Opportunity to lead cutting-edge AI innovation in a customer-first environment
  • Competitive salary with performance incentives
  • Training and development budget for certifications and conferences
  • Dynamic, collaborative team culture with strong executive backing

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