IT Technical Engineer

Key Responsibilities:

• Chatbot Development & Configuration
• Build and maintain conversational flows, intents, entities, prompts, and logic.
• Configure LLM powered components and optimize responses for accuracy and relevance.
• Implement enhancements based on user feedback, analytics, and new requirements.
• Integration & Automation
• Develop and maintain API integrations between the chatbot and enterprise platforms (ITSM, HR, Operations, workflow engines, etc.).
• Support automation use cases, including GenAI based and hyperautomation scenarios.
• Troubleshoot integration failures and ensure end to end functionality.
• Platform Support & Operations
• Monitor chatbot performance, logs, and system health.
• Resolve defects, improve stability, and ensure timely issue resolution.
• Maintain documentation, configuration records, and release notes.
• Knowledge & Content Management
• Update and validate knowledge articles and chatbot content.
• Collaborate with SMEs to ensure information accuracy and clarity.
• Standardize tone, format, and compliance across all chatbot responses.
• Quality Assurance
• Conduct testing for new features, intents, integrations, and releases.
• Validate conversation flows, AI outputs, and operational behavior.
• Assist in creating test plans, regression suites, and user validation cycles.
• Collaboration & Continuous Improvement
• Work with product owners, engineers, automation teams, and business stakeholders.
• Provide insights using analytics to boost containment, accuracy, and user experience.
• Explore new tools, LLM features, and AI capabilities to enhance the platform.
• Your qualifications:
• Bachelor’s degree in Computer Science, IT, or equivalent.
• 2–5 years of experience in chatbot development or application engineering.
• Hands-on experience with Conversational AI platforms (Copilot Studio, Azure OpenAI, Dialogflow, etc.).
• Working knowledge of REST APIs, JSON, and scripting (Python/JS preferred).
• Good understanding of NLP/NLU basics and prompt engineering.
• Strong analytical, problem‐solving, and communication skills.
• Success Indicators
• High-quality, error‐free feature delivery.
• Improved chatbot accuracy, containment, and stability.
• Timely issue resolution and strong support during releases.
• Positive collaboration with stakeholders and internal teams.
• Everything we’ll do for you
• You can grow a lasting career here. We’ll encourage you, support you, and challenge you. We’ll help you learn and progress in a way that’s right for you, with coaching and mentoring along the way. We’ll listen to you too, because we see and value every one of our 27,000+ people. We believe that a diverse and inclusive workplace fosters creativity, innovation, and a full spectrum of bright ideas. With a global workforce present in 70+ countries, we are dedicated to creating an inclusive environment where every voice is heard and valued, helping us all achieve more together.
• Come join us, and together we can light up the future.