Knowledge Management Specialist / Conversational AI Engineer

About the role

Versovate Labs is hiring a Knowledge Management Specialist / Conversational AI Engineer to own the knowledge management content lifecycle and the conversational AI runtime for a global client's contact-centre. You'll build and tune Copilot Studio (formerly Power Virtual Agents) bots across voice, WhatsApp, SMS, web chat, Facebook and Twitter — and curate the underlying knowledge base, intents, entities and dialog flows.

What you'll do

• Author and curate the initial knowledge base — policies, procedures, FAQs, scripts, decision trees aligned to the client's service catalogue

• Build and tune Copilot Studio bots for voice / WhatsApp / SMS / web chat / Facebook / Twitter — with clean live-agent hand-off on intent failure

• Configure multi-language conversational AI (Azure Cognitive Services Translator + native-language model tuning)

• Optimise AI-suggested article ranking in the Customer Service Workspace — monthly tuning cadence

• Run the monthly KM analytics review with the client's operations team

What we're looking for

• Microsoft Certified: Power Platform Functional Consultant Associate (PL-200) — mandatory

• Microsoft Certified: Azure AI Fundamentals (AI-900) — mandatory

• Microsoft Certified: Dynamics 365 Customer Service Functional Consultant Associate (MB-230) — mandatory

• 4+ years total IT; 2+ years knowledge management or conversational AI / chatbot deployment

• Hands-on Copilot Studio / Power Virtual Agents production deployment experience

• B.E. / B.Tech / MCA / M.Sc. in Computer Science, IT or related discipline

Nice to have

• Microsoft Certified: Azure AI Engineer Associate (AI-102)

• Azure Cognitive Services — Language (LUIS / CLU), Speech (STT, TTS, Speaker Recognition), Translator

• Knowledge-Centered Service (KCS) methodology

• Multi-lingual conversational AI experience

• Strong English editorial skills; additional language fluency a plus