CX Engineer

We are looking for an experienced Conversational AI Lead to spearhead the design, development, and optimization of AI-driven chatbot solutions using the Proto platform. This role requires working closely with clients to understand their business objectives and translate them into effective conversational strategies. The ideal candidate will have deep expertise in large language models (LLMs), natural language processing (NLP), and prompt engineering. Additionally, they should have a proven track record in managing client relationships and leading teams to deliver exceptional customer experience (CX) solutions. This position suits a proactive professional who thrives in a dynamic, global environment and is passionate about leveraging cutting-edge AI technologies to improve CX outcomes.

Key Responsibilities

Lead the end-to-end design, refinement, and implementation of conversational AI workflows on the Proto platform, ensuring alignment with client goals and industry best practices. Manage client engagements from initial requirement gathering through solution scoping, effectively translating business needs into AI-driven prompt and conversational strategies. Monitor chatbot performance by analyzing data, conducting A/B testing, and driving continuous improvement initiatives to enhance both customer experience and business results.

Provide leadership, coaching, and support to team members responsible for delivering conversational AI and CX solutions, ensuring quality, consistency, and timely delivery. Collaborate cross-functionally with global teams including CX, Product, R&D, and Operations to deploy integrated solutions that leverage Proto and third-party tools. Act as a subject matter expert in CX and conversational AI, communicating complex technical concepts clearly to both technical and non-technical stakeholders.

Stay current with emerging trends in LLMs, NLP, and generative AI, proactively recommending enhancements to strengthen Proto’s CX offerings. Contribute to the development of scalable CX processes, best practices, and delivery frameworks across multiple regions.

Required Qualifications

Proven experience in designing, deploying, and optimizing GPT-powered chatbots, with a strong understanding of prompts, LLMs, and NLP methodologies. Strong analytical skills to evaluate conversational performance, conduct structured testing, and implement data-driven improvements. At least three years of client-facing experience in technology, AI, or CX-driven environments, including managing stakeholder relationships.

Demonstrated people and project management abilities with a successful history of delivering complex CX or AI solutions from concept to launch. Excellent written and verbal communication skills, with confidence in leading discussions with clients and internal teams. Experience or solid understanding of industries such as financial services, healthcare, gaming, ecommerce, transport, or government sectors. Ability to work effectively in a fast-paced, global, and multicultural environment, showing a high level of ownership and accountability.

Location Requirement

This opportunity is open exclusively to candidates currently residing in the Karachi region. Applicants must be based in Pakistan at the time of application.