CX Engineer

Key Responsibilities

• Lead the design refinement and implementation of conversational AI workflows using the Proto platform ensuring solutions align with client objectives and industry standards.
• Own client relationships and engagements including requirement discovery solution scoping and translating business needs into effective AI-driven prompt and conversational strategies.
• Oversee chatbot performance optimization through analytics A/B testing and continuous improvement initiatives to drive strong customer experience and business outcomes.
• Manage coach and support team members delivering conversational AI and CX solutions ensuring quality consistency and on-time delivery.
• Collaborate cross-functionally with global teams across CX Product R&D and Operations to deploy integrated solutions using Proto and third-party tools.
• Act as a CX and conversational AI subject matter expert clearly communicating complex technical concepts to both technical and non-technical stakeholders.
• Stay current on emerging trends in LLMs NLP and generative AI proactively recommending enhancements to strengthen Protos CX offerings.
• Contribute to the development of scalable CX processes best practices and delivery frameworks across regions.

Required Skills and Qualifications

• Proven experience designing deploying and optimizing GPT-powered chatbots with a strong understanding of prompts LLMs and NLP methodologies.
• Strong analytical skills with the ability to evaluate conversational performance conduct structured testing and implement data-driven improvements.
• Minimum of 3 years of client-facing experience in a technology AI or CX-driven environment including stakeholder management responsibilities.
• Demonstrated people and project management experience with a track record of delivering complex CX or AI solutions from concept to launch.
• Excellent written and verbal communication skills with confidence leading discussions with clients and internal teams.
• Experience or solid understanding of industries such as financial services healthcare gaming ecommerce transport or government.
• Comfortable operating in a fast-paced global and multicultural environment with a high degree of ownership and accountability.

Location Requirement

• This role is open to candidates currently residing in the Karachi region only. Applicants must be based in Pakistan at the time of application.

Employment Type : Full Time
Experience: years
Vacancy: 1