Job description

Wipro Limited (NYSE: WIT, BSE: 507685, NSE: WIPRO) is a leading technology services and consulting company focused on building innovative solutions that address clients’ most complex digital transformation needs. Leveraging our holistic portfolio of capabilities in consulting, design, engineering, and operations, we help clients realize their boldest ambitions and build future-ready, sustainable businesses. With over 230,000 employees and business partners across 65 countries, we deliver on the promise of helping our customers, colleagues, and communities thrive in an ever-changing world. For additional information, visit us at www.wipro.com.

Job Description

Role Purpose

A solutions leader with hands-on experience transforming contact centers using applied AI — ML, GenAI, Agentic AI, NLP and Conversational AI. Must have shaped AI-led customer support transformation end to end: use-case discovery, solution architecture, agent orchestration and deployment across CCaaS ecosystems. A core member of Wipro's AI Cross Industry Solutions practice, combining architectural acumen with commercial awareness — able to translate AHT, FCR, TAT, containment and cost-to-serve pain points into agentic interventions with a credible ROI case.

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Key Skills

Grow the AI pipeline across SMUs with sales and pre-sales leads, shaping proactive agentic AI and GenAI propositions.

Own technical solution development across voice, chat, email and back office — agent-assist, autonomous resolution, knowledge grounding and interaction analytics — to a demonstrable, client-facing standard. Coding not required; architectural judgement is.

Lead AI RFP/RFI responses: solution definition, architecture, volumetrics-based sizing, benefit case and differentiation.

Design target-state architectures integrating AI and orchestration layers with CCaaS, CRM and enterprise systems, with attention to scalability, cost-performance and responsible-AI governance.

Co-design with hyperscaler and platform partners; benchmark the offering against the competitive landscape.

Required:

Proven delivery of ML, GenAI, Agentic AI or Conversational AI solutions, with specific exposure to contact center transformation.

Hands-on familiarity with contact center AI platforms and frameworks — for example Google Customer Engagement Suite / CCaaS (GECX), CX Agent Studio, Amazon Lex and Amazon Connect, Genesys, NICE, Microsoft Copilot Studio — and how they fit an agentic target state.

Ability to define interventions that are high-performance, low-cost and scalable, and to articulate the business case to senior stakeholders.

B.Tech with relevant professional certifications.

Strong planning, communication and stakeholder management, including CXO-level engagement.

Proven ability to prioritize across competing demands.

Highly Desirable:

Enterprise-scale delivery of Conversational AI, GenAI and agentic architectures.

Experience with multi-agent orchestration, RAG / knowledge-grounded assistants and autonomous resolution flows

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Mandatory Skills: Machine Learning .

Experience: 8-10 Years .

Reinvent your world. We are building a modern Wipro. We are an end-to-end digital transformation partner with the boldest ambitions. To realize them, we need people inspired by reinvention. Of yourself, your career, and your skills. We want to see the constant evolution of our business and our industry. It has always been in our DNA - as the world around us changes, so do we. Join a business powered by purpose and a place that empowers you to design your own reinvention.