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Principal consultant-AIML

0 years

7 - 8 Lacs

Calcutta

Posted:13 hours ago| Platform: GlassDoor logo

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Skills Required

drive ai scaling technology cutting data ml efficiency reliability learning design test regression usability chat connect training support analytics triage automation selenium postman python scalability score software testing twilio model engineering rest microservices scripting javascript aws azure gcp troubleshooting communication routing evaluation openai api coding certifications integrity kit

Work Mode

On-site

Job Type

Full Time

Job Description

Ready to shape the future of work?
At Genpact, we don’t just adapt to change—we drive it. AI and digital innovation are redefining industries, and we’re leading the charge. Genpact’s AI Gigafactory, our industry-first accelerator, is an example of how we’re scaling advanced technology solutions to help global enterprises work smarter, grow faster, and transform at scale. From large-scale models to agentic AI, our breakthrough solutions tackle companies’ most complex challenges.
If you thrive in a fast-moving, tech-driven environment, love solving real-world problems, and want to be part of a team that’s shaping the future, this is your moment.
Genpact (NYSE: G) is an advanced technology services and solutions company that delivers lasting value for leading enterprises globally. Through our deep business knowledge, operational excellence, and cutting-edge solutions – we help companies across industries get ahead and stay ahead. Powered by curiosity, courage, and innovation, our teams implement data, technology, and AI to create tomorrow, today. Get to know us at genpact.com and on LinkedIn, X, YouTube, and Facebook.

Inviting applications for the role of Principal Consultant, Tester Contact Center, AI-ML, & GenAI
In this role, you will be responsible for detail-oriented lead Tester role for next-generation Contact Center solutions powered by AI/ML and Generative AI. In this role, you will be responsible for validating the quality, agent performance, operational efficiency, performance, and reliability of advanced conversational platforms, machine learning pipelines, and GenAI integrations such as intelligent assistants, voice bots, Data and NLP-driven services.
Responsibilities
    Design, develop, and execute manual and automated test cases for Contact Center platforms with AI/ML and GenAI integrations, IVR.
    Perform functional, regression, performance, and usability testing for voice and chat-based AI interfaces.
    Collaborate with product managers, developers, and AI/ML engineers to understand feature requirements and ensure test coverage.
    Validate natural language understanding (NLU) outputs, conversational flows, speech-to-text/text-to-speech performance, and GenAI-driven response accuracy.
    Test integrations with popular CCaaS platforms (e.g., Genesys, NICE, Amazon Connect, etc.).
    Develop test plans for AI training models, including identifying edge cases and input variations.
    Support UAT sessions and provide stakeholder-level QA reporting.
    Use analytics tools and logs to debug and triage issues with AI-driven components.
    Ensure GenAI outputs are contextually relevant, safe, and free of hallucinations.
    Participate in test automation efforts using tools like Selenium, Postman, Python, or custom frameworks.
    Monitor system performance and scalability under high-volume traffic (e.g., peak call/chat loads).
    Validate AI models for call drivers, call categorization, sentiment scoring, agent behavior predictions, etc.
    Ensure application alignment with key Contact Center KPIs such as:
    Average Handle Time (AHT)
    First Call Resolution (FCR)
    Customer Satisfaction (CSAT)
    Net Promoter Score (NPS)
    Agent Utilization & Occupancy
    Adherence and Shrinkage
    Transfer Rate, Hold Time, Call Abandon Rate

Qualifications we seek in you!
Minimum Qualifications
    hands-on experience in software testing, preferably in AI/ML and contact center environments.
    Hands-on experience testing IVR systems, voice bots, or omnichannel contact center platforms (e.g., Genesys, NICE, Amazon Connect, Twilio Flex).
    Understanding of machine learning workflows and basic ML model testing.
    Familiarity with Generative AI technologies, especially prompt engineering, output validation, and context testing.
    Experience with REST APIs, web sockets, and microservices testing.
    Strong knowledge of test automation tools (e.g., Selenium, Postman, Robot Framework, PyTest).
    Proficiency in scripting languages (Python, JavaScript, or similar).
    Knowledge of cloud platforms (AWS, Azure, GCP) and CI/CD pipelines.
    Excellent analytical, troubleshooting, and communication skills.
    Testing Fundamentals: Strong understanding of testing principles, methodologies, and test case design.
    Understanding of cloud-based data ecosystems (AWS, Azure).
    Familiarity with Speech Analytics, IVR mapping, and call routing logic.
    Exposure to model evaluation metrics (precision, recall, accuracy) for validating AI/ML solutions.
    Test automation experience using Selenium or Python (optional).
Preferred Qualifications/ Skills
    Experience with LLM evaluation frameworks (e.g., LangChain testing, RAG testing tools, OpenAI Evals).
    Strong knowledge of Contact Center processes and KPIs.
    Testing including API testing
    Experience in Coding in Python
    Exposure to conversation design, dialogue flow, or intent training.
    Certifications in AI/ML or GenAI, cloud technologies.

Why join Genpact?
    Be a transformation leader – Work at the cutting edge of AI, automation, and digital innovation
    Make an impact – Drive change for global enterprises and solve business challenges that matter
    Accelerate your career – Get hands-on experience, mentorship, and continuous learning opportunities
    Work with the best – Join 140,000+ bold thinkers and problem-solvers who push boundaries every day
    Thrive in a values-driven culture – Our courage, curiosity, and incisiveness - built on a foundation of integrity and inclusion - allow your ideas to fuel progress
Come join the tech shapers and growth makers at Genpact and take your career in the only direction that matters: Up.
Let’s build tomorrow together.

Genpact is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, religion or belief, sex, age, national origin, citizenship status, marital status, military/veteran status, genetic information, sexual orientation, gender identity, physical or mental disability or any other characteristic protected by applicable laws. Genpact is committed to creating a dynamic work environment that values respect and integrity, customer focus, and innovation.
Furthermore, please do note that Genpact does not charge fees to process job applications and applicants are not required to pay to participate in our hiring process in any other way. Examples of such scams include purchasing a 'starter kit,' paying to apply, or purchasing equipment or training.

JobPrincipal Consultant

Primary LocationIndia-Kolkata

ScheduleFull-time

Education LevelBachelor's / Graduation / Equivalent

Job PostingAug 8, 2025, 4:40:08 AM

Unposting DateOngoing

Master Skills ListDigital

Job CategoryFull Time

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