Global IT Software Engineer Senior Manager - GenAI

As a Global IT Software Engineer Senior Manager - GenAI, you will play a pivotal role in BCG's AI-driven transformation journey. BCG is committed to leveraging AI to enhance business operations and client solutions, and your role will be instrumental in this mission. You will contribute to 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 assist in 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 understanding of Service Desk processes will be essential in helping to optimize the chatbot to handle various IT support scenarios effectively.

In addition, you will participate in testing, evaluating, and fine-tuning prompts to ensure optimal chatbot performance. You will support the implementation of responsible AI practices and help establish necessary guardrails to ensure the chatbot operates ethically, reliably and effectively.

You will collaborate with cross-functional teams to support the successful implementation and integration of the chatbot. Your responsibilities include assisting in the development processes, contributing to the high-quality and timely delivery of solutions, and engaging with stakeholders for requirement gathering and project updates. Additionally, you will help identify potential risks and support the development of mitigation strategies to ensure the seamless deployment and operation of the chatbot.

• Supporting technical projects and assisting development teams.

• Collaborating effectively with cross-functional teams and stakeholders.

• Problem-solving and critical thinking in technical environments.

• Communicating clearly and concisely, both in writing and verbally.

• Learning new technologies and continuously improving processes.

• Strong knowledge and experience in Generative AI/LLM-based development.

• Experience working with key LLM models 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.

• Understanding of Service Desk processes and best practices.

• Ability to test, evaluate, and fine-tune AI prompts for optimized performance.

• Knowledge of responsible AI practices and implementing necessary guardrails.

• Bachelor's degree in computer science, engineering, or equivalent.

• Proficiency in at least two programming tools/languages (e.g., Java, C/C++, Python).

• Understanding of SDLC principles and software engineering practices.

• Familiarity with advanced algorithms, program structures, and API development.

• Skills in prompt engineering, automated testing, and debugging.

• Experience in cloud-native application development and CI/CD pipelines.

• Experience in building and deploying conversational chatbots for IT and/or customer support.