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 …