Sitel Group
Website:
foundever.com
Job details:
About The Team
Our Conversational AI team designs, builds, and optimizes a growing portfolio of chatbots and voicebots for global brands. We're expanding and looking for new people to join us on the delivery side.
Role purpose
The Conversational AI Tech Lead functions as a "player-coach," balancing hands-on software engineering with leading, mentoring, and managing the Conversational AI Engineering team responsible for developing and deploying Conversational AI solutions (chatbots and voicebots), using LLMs, Agentic AI, and NLU models.
This role will drive technical architecture, prompt engineering, and API integrations for voice/chatbots, while implementing best practices and ensuring high-quality, secure deliverables. It combines expertise in prompt engineering, knowledge base structuring, and system integration to enable end-to-end automation and continuous improvement.
Job Responsibilities
- Lead and mentor a team of Conversational AI Engineers, promoting a collaborative, high-performance culture
- Conduct code reviews and architecture audits to ensure code quality and adherence to standards
- Manage sprint tasks, resolve technical blockers, and manage project risks
- Drive technical excellence by building reusable IP and elevating team capabilities
- Evaluate performance and map growth paths for engineers
- Execute hands-on development of complex conversational AI voice/chatbots
- Engineer prompts and integrate with LLMs, APIs, and databases
- Design robust system architectures and optimize STT/TTS configurations
- Enforce AI governance and guardrails for production stability
- Collaborate with cross-functional teams including design and product management
- Responsible for system integrations for seamless automation across platforms
- Technical Documentation Analysis and feasibility Check: assesses technical feasibility and architecture constraints
- Evaluates integrations, APIs, data sources, and platform capabilities. Defines initial system architecture and dependencies
- Apply LLM and Agentic AI knowledge technical best practices and recommendations for hybrid bots (NLU x LLM)
- Responsible for any development required to support the project’s user experience, as well as for implementing new integrations
- Documents architectures, configurations, and deployment processes to maintain transparency and reproducibility
Skills And Qualifications
Must have
- Strong experience in Conversational AI, including Agentic, LLMs and NLU
- Degree or background in Computer Science, Software Engineering or equivalent experience
- Proven leadership experience as a Tech Lead or Engineering Manager
- Deep expertise in AI Engineering, LLMs, Agentic AI, and production deployment
- Experience with Speech Tech (STT/TTS) and telephony
- Proficiency in API integration (REST, Webhooks) and prompt engineering
- Fluent English with strong communication skills
- Ability to clearly document architectures, configurations, and deployment procedures
Technical stack
- Python / JavaScript / Typescript
- JSON or YAML Used to configure nodes, inputs, outputs, and API payloads
- SQL / NoSQL queries For accessing databases when the bot needs external information
- API Integration: RESTful APIs, Webhooks, OAuth authentication
- Ideally previous experience with Cognigy, Sierra, Elevan Labs or similar
Nice to have
- Cognigy certification (or willingness to certify within the first weeks)
- Experience with RAG and vector databases
- Familiarity with MLOps / LLM Ops (model versioning, evaluation pipelines, drift monitoring, observability)
- DevOps fundamentals (Git workflows, CI/CD, environment promotion dev → UAT → prod)
- Working knowledge of a major cloud (AWS, Azure or GCP)
- Experience with agentic frameworks (LangChain, LlamaIndex, MCP, tool/function calling)
- Proficiency in German, French or another EU language would be considered a plus
- A proactive attitude and passion for emerging Conversational and Agentic AI trends
About Us
Foundever™ is a global leader in the customer experience (CX) industry. With 150,000 associates across the globe, we’re the team behind the best experiences for +750 of the world’s leading and digital-first brands. Our innovative CX solutions, technology and expertise are designed to support operational needs for our clients and deliver a seamless experience to customers.
Click on Apply to know more.