Job Description



About Global Consumer Technology - ODT

  • Citi’s Global Consumer Bank (GCB) Operations and Technology Organization is the business behind the Global Consumer Banking business

  • Supported by approximately 60,000 employees and contractors globally, GCB O&T is committed to delivering quality products, services, and business solutions that align to the Consumer and Citi Strategy. It serves more than 100 million clients across the world by leveraging its global footprint and capabilities, its local presence and knowledge, and its ability to deliver a remarkable experience to our clients wherever they are

Job Description

  • Position Title:   Chatbot Engineering Lead           

  • Grade/Level: C13

  • Business Group: GCG     

  • Function/Group:              Technology

  • Department: ODT CAI

  • CSIPL : Chennai SEZ : GCT ODT CAI - 31180604     

  • Location: Chennai, India

Role and Responsibilities:

Business/ Department Objectives:           

  • The   team’s objective is to Create remarkable customer experience by providing easy, simple, intuitive products and services, tailored for customer segments and deliver consistently across all markets and channels.

Core Responsibilities:    

  • Lead and develop Chatbot conversational Flows leveraging in-house and vendor Chatbot/NLP Platforms/Services to provide world-class conversational customer experience

  • Develop and lead customer facing chatbot implementations that are external customer facing (through web and mobile apps) and internal facing (such as customer support agent desktop, internal support portals ,etc.)

  • Lead day-to-day project implementation, coordinating development activities, ensure timely delivery of project with good quality

  • Lead efforts pertaining to maintenance and enhancement of chatbot platform to support multiple Bot implementations on the same

  • Maintain documentation pertaining to Chatbot Conversational flows, Intents, Platform configurations and best practices

  • Act a point of contact for Chatbot/NLP team both within technology and for other stakeholders including business teams

  • Responsible for grooming, training and developing a team of talented engineers who work on cutting edge technologies such as cloud, AI, NLP, etc.

Day-to-Day Responsibilities:       

  • Participate in the effort of shaping the architecture and design of the Conversational AI products and actively helps the team in choosing the right technology and solving technical problems

  • Collaborate with multiple vendors who may provide components of the technology that will meet the end to end needs

  • Possess up-to-date knowledge of technological developments in the industry

  • Communicate effectively to both the internal team and external stakeholders

  • Ability to work/collaborate effectively in a scrum team taking ownership of multiple task

  • Responsible for support of the technology in production on a Tier 3 basis

  • Work with CTO, Information Security and other supporting organizations to deliver a robust product that meets Citi standards





  • Education :         

    • Master/Bachelor's degree in Computer Science

  • Experience :        

    • Minimum of 10 years of experience in the field of Information Technology including positions in development and architecture

    • Full life cycle Development and Deployment of Conversational Frameworks integration with Devices like AMAZON Alexa, Google Home

    • At least 4 years of hands-on experience and expertise with Modern NLP (Conversational AI solutions) architectures

    • At least 3 years of hands-on experience with modern NLP and bot frameworks (Nuance Mix,, Dialog Flow, Watson Conversation/Amazon Lex)

    • At least 2 years of hands on experience in Automatic Speech Recognition libraries and understanding the Nuances of Acoustic data Models

    • Experience in building chatbot/Virtual Assistant solutions using Natural Language Processing frameworks like Nuance Mix, Amazon Lex, DialogFlow

    • Experience building and consuming APIs - includi