Developers - Prompt Engineers- Manager

Position:

• Advanced Degree in a quantitative discipline such as Computer Science, Engineering, Econometrics, Statistics or Information Sciences such as business analytics or informatics
• Additional certifications in AI/ML, NLP, or Generative AI are preferred.

Required Skills:

• Strong expertise in designing, testing, and refining prompts for LLMs (zero-shot, few-shot, chain-of-thought).
• Understanding of LLM behavior, context length limitations, hallucinations, bias mitigation, and evaluation frameworks.
• Hands-on experience with Generative AI platforms

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  OpenAI GPT, Azure OpenAI, Amazon Bedrock (Anthropic, Titan), Google Vertex AI, Gemini AI.
• Knowledge of prompt engineering best practices including role assignment, prompt chaining, guardrails, and retrieval-augmented generation (RAG).
• Ability to collaborate with business & technical stakeholders to translate business requirements into effective prompts

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• Strong skills in evaluating model performance

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  metrics definition, and optimizing outputs for accuracy and consistency.
• Proficiency in Python/Node.js for API integration and prompt orchestration.
• Proven ability to lead a workstream, including guiding a team of associates/engineers.
• Strong people management skills

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  mentoring, task allocation, performance tracking

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Nice to Have:

• Experience with frameworks such as LangChain, LangGraph, LlamaIndex, Semantic Kernel, or Promptflow.
• Knowledge of vector databases (Pinecone, FAISS, Weaviate, Amazon OpenSearch).
• Understanding of conversational AI, UX writing, and dialog design.
• Experience in fine-tuning LLMs or building instruction datasets.
• Familiarity with enterprise security, compliance, and responsible AI practices.

Roles and Responsibilities:

• Stakeholder management
• Design, develop, and optimize prompt strategies for chatbots, copilots, and GenAI-powered applications.
• Collaborate with stakeholders to identify business needs and define AI-driven solutions that improve customer experiences.
• Collaborate with AI engineers and data scientists to ensure alignment between prompts and model behavior

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• Analyze and refine prompts to improve response accuracy, safety, and domain relevance

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• Analyze existing customer service processes and workflows to identify areas for AI integration and optimization.
• Act as workstream lead in client projects, ensuring delivery quality and timelines.
• Manage a team of prompt engineers / AI associates

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  providing guidance and review of outputs.
• Work with cross-functional teams to embed GenAI into enterprise workflows

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• Define and document prompt engineering guidelines and best practices for internal teams.
• Stay updated on the latest research and advancements in LLM prompt engineering

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• Support presales by building PoCs and demos showcasing GenAI capabilities

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• Create and maintain documentation for AI solutions, including design specifications and user guides.
• Stay updated on the latest advancements in AI technologies and their applications in customer service and contact centers.
• Build CCaaS & Conversational AI demonstrations & Proof of Concepts to customers/prospects
• Develop and execute on project & analysis plans under the guidance of project manager
• Validate analysis outcomes, recommendations with all stakeholders including the client team
• Build storylines and make presentations to the client team and/or PwC project leadership team
• Contribute to the knowledge, innovation and firm building activities

CCaaS Domain Expertise:

• Understanding of the Contact Centre as a Service domain
• Gamut Gen AI & LLM expertise (MS DCCP, Copilot, Copilot Studio, Amazon Bedrock, Azure OpenAI, Azure AI Services)
• Proficiency with CCaaS platforms (Genesys Cloud, Amazon Connect, Cisco Webex CC, Cisco UCCE,PCCE, NICE CXOne, Calibrio, Verint, Genesys Engage)
• Stay up to date with industry trends, best practices, and emerging technologies related to CCaaS and conversational AI.
• Design & develop Omni-Channel customer experience solutions (Conversational IVR, Chat Bots, Messaging Bots(WhatsApp, Fb, X) , Voice Bots, Email, Chat & SMS
• Proficient with CCaaS platform features, license types
• Instance creation & setup of CCaaS platforms in PwC local lab environments, for production setup for customers
• Proficient in establishing and managing (CCaaS) communications via (VoIP) with SIP trunking
• Proficient in automating CCaaS deployments through telephony Continuous Integration/Continuous Deployment (CI/CD) practices and outreach strategies
• Knowledge to integrate telephony and computer systems in contact centers, leveraging Computer Telephony Integration
• Extensive knowledge of ACD (Automatic Call Distribution) systems
• Experience in IVR systems with automated menus and performing self-service actions
• Experience in call recording and quality monitoring
• Experience in Workforce Management (WFM) systems for optimizing contact center operations through call volume forecasting, agent scheduling, and schedule adherence monitoring(Genesys WFO, Verint WFO & Calabrio WFO)
• Proficiency in speech analytics, including sentiment analysis, keyword spotting, and voice biometrics
• Proficient in real-time analytics to track metrics, and make data-driven decisions on agent allocation, call routing, and service level management
• Expertise to integrate contact center system with CRM platforms
• Proficiency in API integrations between CCaaS platform with external systems
• Expertise in security and compliance standards for handling customer data handling
• Expertise in multi-channel communications to integrate voice, chat, email, and social media within the CCaaS environment
• Application integration between CCaaS platforms & Conversational AI platforms (Chat Bot, Messaging Bots & Voice Bots) for GET/POST of data
• Capability to design end to end CCaaS solution aspects including SIP , Network, CCaaS Application Development
• Local Telco approved, regulatory / compliant solution design (to deliver CCaaS solution to customers)
• Global SIP coverage across geos (TFN, ITFN, DID,UIFN)
• Understanding of networking terminologies in CCaaS (underlay,overlay design) MPLS,SDWAN/Internet
• Router (CPE) models, configurations
• BYOC , SBC/Media Gateways setup & configurations (Audiocodes, Ribbon, SONUS)

What we offer:

• At PwC, we care for the mental & physical wellbeing of our people and respect the flexibility that is needed in these difficult times. Keeping these factors in mind, we have introduced policies around Work-from-Home. Anywhere and flexible working hours.
• Mid-year appraisal cycle to reward performance on time
• Opportunities to solve problems which matter to our clients and have a strong, long-lasting impacts
• Continuous learning and upskilling opportunities nurturing you to become a better leader and consultant of tomorrow. We provide you access to Massive Online Open Courses (MOOC) at no cost.
• A world class leadership to guide you on gaining expertise across various functions and a top notch
• diverse peer group to support you throughout the journey
• Interaction with the senior client leadership and a chance to meet them in person by visiting client locations (as needed) and/or permanent relocation