Global IT Software Engineer Senior Manager - GenAI

The Boston Consulting Group (BCG) - Atlanta, GA

Full-time - Senior

Atlanta, GA

Professional, Scientific, and Technical Services

About the position

As a Global IT Software Engineer Senior Manager - GenAI at BCG, you will be a key player in the company's AI-driven transformation, focusing on the design, development, testing, and deployment of a self-service chatbot aimed at enhancing IT support. This role involves leveraging advanced technologies such as AWS Bedrock and LangChain to create efficient, AI-driven solutions that integrate with IT Service Management tools like ServiceNow. Your expertise will be crucial in optimizing the chatbot for various IT support scenarios, ensuring ethical and reliable operation, and collaborating with cross-functional teams to deliver high-quality solutions.

Responsibilities

• Design, develop, test, and deploy a self-service chatbot for IT support.
• Integrate the chatbot with IT Service Management tools such as ServiceNow.
• Optimize the chatbot to handle various IT support scenarios effectively.
• Test, evaluate, and fine-tune prompts for optimal chatbot performance.
• Support the implementation of responsible AI practices and establish necessary guardrails.
• Collaborate with cross-functional teams for successful implementation and integration of the chatbot.
• Engage with stakeholders for requirement gathering and project updates.
• Identify potential risks and support the development of mitigation strategies.

Requirements

• Bachelor's degree in computer science, engineering, or equivalent.
• Strong knowledge and experience in Generative AI/LLM-based development.
• Experience with key LLM models APIs (e.g., AWS Bedrock, Azure OpenAI/OpenAI) and frameworks (e.g., LangChain, LlamaIndex).
• 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.
• 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.