As a Global IT Software Engineer Director - GenAI, you will be at the forefront of BCG's AI-driven transformation journey. BCG is committed to leveraging AI to enhance business operations and client solutions, and your role will be crucial in this mission. You will lead the design, development, testing, and deployment of a self-service chatbot utilizing state-of-the-art technologies such as AWS Bedrock, industry-foundational language models, and LangChain. This chatbot will revolutionize IT support by providing efficient, AI-driven solutions.
You will be responsible for applying domain expertise in building and deploying conversational chatbots specifically for IT customer support. This includes ensuring the chatbot integrates seamlessly with IT Service Management tools such as ServiceNow. Your knowledge of Service Desk processes will be essential in optimizing the chatbot to handle various IT support scenarios effectively.
In addition, you will be involved in testing, evaluating, and fine-tuning prompts to ensure optimal chatbot performance. You will implement responsible AI practices and establish necessary guardrails to ensure the chatbot operates ethically, reliably and effectively.
You will collaborate with cross-functional teams to ensure the successful implementation and integration of the chatbot. Your responsibilities include overseeing the development processes, ensuring high-quality and timely delivery of solutions, providing technical leadership and mentorship, and engaging with stakeholders for requirement gathering and project updates. Additionally, you will identify potential risks and develop mitigation strategies to ensure the seamless deployment and operation of the chatbot.
YOU'RE GOOD AT
Leading technical projects and providing mentorship to development teams. Collaborating effectively with cross-functional teams and stakeholders. Problem-solving and critical thinking, especially in complex technical environments. Communicating clearly and concisely, both in writing and verbally. Adapting to new technologies and continuously improving processes.
YOU BRING (EXPERIENCE & QUALIFICATIONS)
Strong knowledge and experience in Generative AI/LLM-based development.
Strong experience working with LLM model APIs (e.g., AWS Bedrock, Azure OpenAI/OpenAI) and LLM frameworks (e.g., LangChain, LlamaIndex).
Experience with cloud infrastructure for AI/Generative AI/ML on AWS, Azure.
Hands-on experience with IT Service Management tools like ServiceNow, Remedy, or similar.
Strong understanding of Service Desk processes and best practices.
Proven ability to test, evaluate, and fine-tune AI prompts for optimized performance.
Expertise in responsible AI practices and implementing necessary guardrails.
Bachelor’s degree in computer science, engineering, or equivalent.
Mastery of at least two programming tools/languages (e.g., Java, C/C++, Python).
Expert understanding of SDLC principles and software engineering practices.
Experience with advanced algorithms, program structures, and API development.
Proficient in prompt engineering, automated testing, and debugging.
Experience in cloud-native application development and CI/CD pipelines.
Domain expertise in building and deploying conversational chatbots for IT and/or customer support.
NICE TO HAVE
Experience with LLM guardrails.
Experience with LLM monitoring and observability.
Experience with security related to LLM integration.
Experience in LLM testing and evaluation.
YOU'LL WORK WITH
You will be a key member of the IT & Business Platforms (ITBP) team, leading the development of BCG's flagship GenAI use case for an IT support chatbot. This chatbot will serve as a critical component in transforming IT support through AI-driven solutions. Your team will work closely with the Cloud Platform Engineering (CPE) team, which is responsible for building the shared GenAI platform. This platform will support multiple GenAI use cases across the company, ensuring scalable and robust AI solutions. The close collaboration between ITBP and CPE will be essential for the successful implementation and integration of the self-service chatbot and other innovative AI solutions, driving BCG's broader AI transformation agenda.