The Technical Lead is responsible for end-to-end technical ownership and delivery of Conversational AI solutions on the LivePerson Conversational Cloud, with a strong focus on LLM-powered, GenAI-led customer experience transformation.
The role ensures scalable, secure, and enterprise-grade implementations, aligned with Tech Mahindra delivery standards and client business outcomes.
Key Responsibilities
1. Technical Leadership
- Own technical architecture and design for LivePerson-based conversational solutions, including messaging, voice, and agent assist use cases.
- Lead implementation of LLM-driven conversational experiences, including intent-less flows, contextual conversations, and AI-assisted agent workflows.
- Translate business and CX requirements into robust, scalable technical designs aligned with platform best practices.
2. LivePerson Platform Delivery
- Hands-on development and configuration on LivePerson Conversational Cloud, including bots, integrations, APIs, and orchestration logic.
- Implement omnichannel conversational journeys across Web, WhatsApp, Mobile, Voice, and Social channels.
- Drive platform optimization, performance tuning, and feature enablement.
3. LLM / GenAI Enablement
- Design and implement LLM orchestration patterns including prompt engineering, grounding, contextual memory, and RAG-based integrations.
- Enable GenAI features such as agent co-pilot, summarization, intent discovery, and smart routing.
- Ensure responsible AI usage by applying hallucination controls, fallback strategies, and human-in-the-loop mechanisms.
4. Enterprise Integrations
- Design and build integrations with CRM, ITSM, ERP, and backend systems (Salesforce, ServiceNow, SAP, databases, internal APIs).
- Use REST APIs, webhooks, and middleware to enable seamless data exchange and workflow automation.
5. Security, Compliance & Governance
- Ensure adherence to enterprise security standards, including PII masking, RBAC, encryption, logging, and audit trails.
- Work closely with InfoSec, Architecture Review Board (ARB), and Compliance teams to secure approvals.
- Align implementations with GDPR, ISO, and client-specific compliance requirements.
6. Delivery & Team Management
- Lead and mentor onshore/offshore technical teams across design, build, test, and deployment phases.
- Drive Agile delivery practices including sprint planning, code reviews, UAT support, and production releases.
- Provide technical inputs for estimations, RFP responses, solution demos, and client presentations.
7. Operations & Continuous Improvement
- Own post-production support strategy including hypercare, issue resolution, and performance monitoring.
- Drive continuous improvement through platform enhancements, automation ideas, and LLM roadmap alignment.
Key Skills & Competencies
Mandatory Skills
- Strong hands-on experience with LivePerson Conversational AI platform
- Experience with LLMs / GenAI technologies (OpenAI / Azure OpenAI / enterprise LLM APIs)
- Conversational design, intent modeling, and dialog orchestration
- REST APIs, JSON, Webhooks
- Agile delivery and DevOps collaboration
Technical Skills
- Programming/Scripting: JavaScript, Python, .NET (preferred)
- Cloud exposure: Azure (preferred)
- Tools: Git, Jira, ADO, CI/CD pipelines
Behavioural & Leadership Skills
- Strong client-facing and stakeholder management skills
- Ability to mentor teams and drive technical excellence
- Problem-solving mindset with high ownership and accountability
- Strong communication and documentation skills
Experience & Qualification
- 5–8 years of experience in Conversational AI / Chatbot development
- Minimum 3+ years in a Technical Lead / Solution Lead role
- Engineering degree (BE / BTech / MCA or equivalent)
Good to Have
- Experience across multiple CAI platforms (Yellow.ai, Dialogflow, MS Bot Framework)
- Exposure to Agent Assist / Co-Pilot solutions
- Prior experience in enterprise CX transformation programs
Key Deliverables
- LivePerson LLM-based bot solutions delivered on time and within scope
- Secure, compliant, and scalable conversational architectures
- High customer satisfaction and measurable CX/business outcomes
- Reusable accelerators, best practices, and documentation
