Proto is a leading generative AI platform for local customer experience. Powered by GPT and a proprietary AI engine, Proto's AI Customer Experience (AICX) Platform automates transactions, tickets, bookings, and other high-volume interactions for local and mixed languages across text, voice and 20+ messaging channels. Proto is globally-recognised for its incl...
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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.
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