Website Dialog Axiata PLC
Lead – Digital Platforms (Chatbot & Conversational AI)
Location: HO/ Switch Building – 3rd Floor | Closing Date: 31/05/2026
Job Purpose
The Lead – Digital Platforms owns the end-to-end design, delivery, and evolution of the organization’s Conversational AI ecosystem. Positioned at the intersection of product management and technical leadership, you will define the vision for AI-agent capabilities while architecting scalable, secure, cloud-native systems. This role is responsible for driving measurable business outcomes through rapid experimentation and reliable operations across all digital channels.
Key Responsibilities
Product Strategy & Vision
Roadmap Ownership: Define and drive the strategy for the chatbot/AI-agent platform, ensuring alignment with customer needs and business goals.
Core Capabilities: Own the delivery of NLU, intent recognition, Retrieval-Augmented Generation (RAG), embeddings, and conversation state management.
UX Excellence: Define best practices for multi-turn flows, persona design, and seamless escalation to human agents.
Technical Architecture & R&D
GenAI Integration: Lead the technical integration of LLMs and GenAI tooling, specifically focusing on RAG pipelines and context memory.
Omnichannel Deployment: Architect secure integration patterns for web, mobile, WhatsApp, voice, and APIs.
Continuous Improvement: Implement human-in-the-loop workflows, annotation tooling, and feedback loops for model refinement.
Innovation: Drive internal R&D and PoCs to translate emerging GenAI research into production-ready features.
Performance & Governance
KPI Tracking: Monitor technical and product metrics, including deflection rates, latency, CSAT impact, and model hallucination rates.
Operational Stability: Establish monitoring, alerting, and runbook practices to ensure high platform availability and rapid incident response.
Compliance & Security: Ensure all conversational data and model usage meet strict privacy, security, and regulatory requirements.
The Person: Entry Requirements
Education & Experience
Academic Background: BSc in Computer Science, Engineering, IT, or a related field (Advanced degree preferred).
Professional Experience: 3+ years of experience combining platform delivery and product management, with a focus on Conversational AI.
Technical Proficiency: Strong skills in Python, familiarity with transformer models, embeddings, and RAG architectures.
Competencies & Skills
AI Expertise: Experience in prompt engineering and techniques to improve factuality and reduce model hallucinations.
Leadership: Proven ability to mentor engineers and lead cross-functional teams in an Agile environment.
Quality Focus: A strong mindset for QA, UAT, and the evaluation of conversational outputs.
Strategic Thinking: Ability to translate complex industry trends in GenAI into pragmatic, high-impact product plans.
Preferred Qualifications
Experience operating omnichannel platforms (WhatsApp, Voice IVR, Webchat).
Background in customer self-care or digital service platforms.
To apply for this job please visit hcmcloud.dialog.lk.