KORE.ai platform Lead/Architect opportunity in Malvern, PA & Charlotte, NC Choosing Capgemini means choosing a company where you will be empowered to shape your career in the way you’d like, where you’ll be supported and inspired by a collaborative community of colleagues around the world, and where you’ll be able to reimagine what’s possible. Join us and help the world’s leading organizations unlock the value of technology and build a more sustainable, more inclusive world. **Hiring Location: Malvern, PA and Charlotte, NC** **Job Description** We are seeking for KORE.ai professional to support and enhance client experiences across the full lifecycle of KORE.ai platform engagements. This hybrid role combines customer support, solution delivery oversight, with a strong emphasis on KORE.ai capabilities, leveraging tools like Tableau to drive insights, orchestrate customer journeys via Genesys, and oversee end-to-end solution delivery. **Key Responsibilities** **Customer Engagement & Technical Support** + Serve as the primary point of contact for customer inquiries via email, chat, and phone. + Provide expert guidance on KORE.ai platform usage, configuration, and best practices. + Troubleshoot and resolve technical issues related to bot development, NLP configurations, integrations, and deployment. + Escalate complex platform issues to engineering or product teams and ensure timely resolution. + Maintain and enhance support documentation, including technical FAQs, configuration guides, and knowledge base articles. **Solution Delivery & Platform Integration** + Lead end-to-end delivery of KORE.ai-based solutions, ensuring alignment with customer business objectives. + Collaborate with implementation teams to design and deploy conversational workflows, integrations, and required automations. + Configure and optimize platform components such as Dialog GPT, Voice and Chat Bot. + Ensure secure and scalable integration with enterprise systems via REST APIs, Webhooks, and authentication protocols. + Analyse conversational data and user engagement metrics generated by the KORE.ai platform. + Build and maintain Tableau dashboards to visualize KPIs, performance trends, and user behaviour insights. + Orchestrate customer experience workflows using Genesys for contact center and omnichannel support. + Monitor solution performance and customer feedback to drive continuous improvement. **Product Expertise & Enablement** + Stay up to date with KORE.ai platform updates, new features, and roadmap developments. + Develop deep technical expertise in KORE.ai architecture, modules. + Support internal and external enablement initiatives including training sessions, technical documentation, and platform evangelism. + Contribute to product feedback loops by identifying enhancement opportunities based on customer interactions. **Required Experience** + Experience in technical support, solution delivery, or software development in enterprise environments. + Hands-on experience with KORE.ai platform or similar conversational AI technologies. + Proficiency in building and interpreting Tableau dashboards. + Familiarity with Genesys or other customer experience orchestration platforms. + Strong understanding of REST APIs, Webhooks, enterprise security standards, and contact center technologies. + Excellent communication skills with the ability to engage technical and non-technical stakeholders. + Ability to work independently and collaboratively in a dynamic, fast-paced environment. + Strong organizational and time management skills. **Life at Capgemini:** Capgemini supports all aspects of your well-being throughout the changing stages of your life and career. For eligible employees, we offer: • Flexible work • Healthcare including dental, vision, mental health, and well-being programs • Financial well-being programs such as 401(k) and Employee Share Ownership Plan • Paid time off and paid holidays • Paid parental leave • Family building benefits like adoption assistance, surrogacy, and cryopreservation • Social well-being benefits like subsidized back-up child/elder care and tutoring • Mentoring, coaching and learning programs • Employee Resource Groups • Disaster Relief **Disclaimer:** Capgemini is an Equal Opportunity Employer encouraging diversity in the workplace. All qualified applicants will receive consideration for employment without regard to race, national origin, gender identity/expression, age, religion, disability, sexual orientation, genetics, veteran status, marital status or any other characteristic protected by law. This is a general description of the Duties, Responsibilities and Qualifications required for this position. Physical, mental, sensory or environmental demands may be referenced in an attempt to communicate the manner in which this position traditionally is performed. Whenever necessary to provide individuals with disabilities an equal employment opportunity, Capgemini will consider reasonable accommodations that might involve varying job requirements and/or changing the way this job is performed, provided that such accommodations do not pose an undue hardship. Capgemini is committed to providing reasonable accommodations during our recruitment process. If you need assistance or accommodation, please reach out to your recruiting contact. Click the following link for more information on your rights as an Applicant Capgemini is a global business and technology transformation partner, helping organizations to accelerate their dual transition to a digital and sustainable world, while creating tangible impact for enterprises and society. It is a responsible and diverse group of 340,000 team members in more than 50 countries. With its strong over 55-year heritage, Capgemini is trusted by its clients to unlock the value of technology to address the entire breadth of their business needs. It delivers end-to-end services and solutions leveraging strengths from strategy and design to engineering, all fueled by its market leading capabilities in AI, generative AI, cloud and data, combined with its deep industry expertise and partner ecosystem. Ref. code: 309092 Posted on: Aug 14, 2025 Experience Level: Experienced Professionals Contract Type: Permanent Location: Columbia, US Brand: Capgemini Professional Community: Software Engineering Capgemini is an Equal Opportunity Employer encouraging diversity in the workplace. All qualified applicants will receive consideration for employment without regard to race, national origin, gender identity/expression, age, religion, disability, sexual orientation, genetics, veteran status, marital status or any other characteristic protected by law.