Technical Engineer AI

Job Purpose

We are looking for a Junior Conversational AI / Chatbot Engineer with around 3 years of experience to join the Omnichannel team. The primary focus of this role is to strengthen the chatbot and automation capabilities within the Sprinklr platform and help build scalable self-service journeys that reduce dependency on human support.The candidate will work on chatbot flows, intent classification, automated responses, case deflection, knowledge base integration, handover-to-agent logic and backend integrations with CRM, SAP and other enterprise systems. The role requires someone who understands conversational design and automation, but also has enough technical capability to support APIs, data flows, testing and omnichannel platform configuration.Purpose of the RoleThe main objective of this role is to help build chatbot-led customer service automation across channels such as WhatsApp, web/self-service, email and voice-to-digital journeys. The candidate should help convert repeatable customer queries into automated journeys, while ensuring smooth escalation to human agents when required.Key Responsibilities

Key Accountabilities

As a Junior Conversational AI / Chatbot Engineer, you will:Design, build and maintain chatbot flows for customer service use cases.Configure intents, utterances, entities, decision trees, conversation flows and fallback paths.Build automation journeys for common service requests such as order status, delivery status, invoice queries, case status, product information and complaint intake.Work on Sprinklr chatbot, AI agent and conversational automation capabilities.Support AI classification and routing logic so incoming customer messages are understood and directed correctly.Integrate chatbot journeys with CRM, SAP, case management, knowledge base and other backend systems through APIs.Build smooth handover logic from chatbot to human agent, including context transfer, case creation and routing.Support knowledge base integration so the chatbot can provide consistent and approved responses.Monitor chatbot performance, containment rate, fallback rate, escalation rate and customer satisfaction.Identify high-volume support topics that can be automated to reduce manual workload.Test chatbot journeys across channels such as WhatsApp, webchat and other digital touchpoints.Support UAT, defect resolution, production validation and post-go-live hypercare.Maintain chatbot documentation, flow diagrams, test scripts, release notes and configuration records.Work closely with product owners, business analysts, customer service teams, Sprinklr consultants and integration teams.

Experience

Required Skills and ExperienceAround 3 years of experience in chatbot development, conversational AI, automation, customer service platforms or digital experience platforms.Hands-on experience building chatbot flows using platforms such as Sprinklr, Dialogflow, Microsoft Bot Framework, Amazon Lex, Kore.ai, Cognigy, Rasa, Botpress, Salesforce Einstein Bot, ServiceNow Virtual Agent or similar.Good understanding of conversational design concepts such as intents, entities, utterances, fallback handling, disambiguation, context and escalation.Basic understanding of NLP, AI-assisted routing, intent classification and bot training.Experience with REST APIs, JSON, webhooks and system integrations.Ability to work with CRM, case management or ticketing systems.Basic understanding of customer service operations, SLAs, queues, routing and agent handover.Experience in testing chatbot journeys and validating end-to-end automation scenarios.Strong problem-solving skills and ability to troubleshoot bot, API and workflow issues.Good communication skills and ability to work with both business and technical teams.Preferred SkillsExperience with Sprinklr Service / Sprinklr AI / Sprinklr chatbot or care console.Experience with WhatsApp Business, webchat or omnichannel customer service platforms.Exposure to SAP, CRM, Azure API Management, middleware or event-based integrations.Experience with knowledge base-driven automation and AI-assisted answer suggestions.Understanding of analytics such as containment rate, deflection rate, fallback rate, CSAT and average handling time.Basic scripting experience in JavaScript, Python or Node.js.Exposure to multilingual chatbot implementation would be a plus.Key CompetenciesStrong interest in chatbot automation and customer self-service.Ability to think from the customer’s perspective and simplify journeys.Comfortable translating business processes into conversational flows.Detail-oriented in testing, bot training and configuration.Curious about AI, automation and omnichannel customer experience.Able to work in a fast-moving transformation project with vendors and internal teams.Success in This Role Looks LikeThe successful candidate will help the Omnichannel team move from manual case handling towards scalable chatbot-led automation. They will contribute to higher self-service adoption, reduced repetitive human support, better customer experience, faster case resolution and stronger use of Sprinklr’s AI and automation capabilities.