Principal AI / ML Engineer (Voice Bot, Agentic AI)

This is a foundational role blending applied machine learning, LLM integration, and modern data engineering to drive real-time decisioning and automation across the platform.

Responsibilities:

• Lead implementation of LLM-based features: summarisation, sentiment detection, auto-disposition, escalation tagging.
• Fine-tune and evaluate models (Whisper, GPT, HuggingFace, Rasa) for vernacular (Indian) language support.
• Build and deploy LangChain pipelines for prompt engineering, QA tagging, and agent assist.
• Prototype emotion recognition, contextual agent replies, and real-time assist layer.
• Build and maintain inference pipelines using FastAPI, Docker, and Kubernetes.
• Integrate AI modules into core product features (Dialer, CRM sync, IVR).
• Optimise model latency and deployment strategy for high concurrency environments.
• Architect scalable data pipelines using PostgreSQL, Redis, and Kafka.
• Build ETL/ELT workflows to support real-time analytics, dashboards, and feedback loops.
• Maintain secure, compliant data storage, retrieval, and access control pipelines (DPDP, GDPR-ready).

Collaboration and Leadership:

• Work closely with Product, Engineering, and UX to deliver features that directly impact agent productivity.
• Guide junior ML and data engineers; define and enforce coding/data standards.
• Contribute to AI strategy, model governance, and data infrastructure roadmap.

Requirements:

• Strong Principal AI Engineer (Agentic AI / Voice Bot / LLM Engineering) Profiles.
• Must have 6+ years of overall software engineering experience, with at least 3+ years of hands-on experience in Artificial Intelligence, Machine Learning, Generative AI, or Applied AI engineering roles.
• Must have strong hands-on experience designing, developing, and deploying AI-powered applications using Large Language Models (LLMs), Retrieval-Augmented Generation (RAG), Agentic AI frameworks, and Generative AI architectures.
• Must have a minimum of 1+ year of recent hands-on experience in Voice Bot Development, Voice AI, Conversational AI, AI Voice Agents, Speech AI, Contact Centre Automation, or Voice Automation Platforms.
• Must have strong expertise in Python and should have built scalable AI/ML applications, APIs, microservices, or backend systems using Python-based frameworks.
• Must have hands-on experience with AI/LLM frameworks such as LangChain, LangGraph, Hugging Face, LlamaIndex, CrewAI, AutoGen, Whisper, OpenAI SDKs, or equivalent GenAI development frameworks.
• Immediate Joiners or candidates who can join within 15 days will be highly preferred.
• Preferred (Cloud) - Experience with AWS, Azure, GCP, MLOps, AI deployment platforms, model serving infrastructure, and cloud-native architectures.

Skills

AI, GenAI, LLM, ML, Python, RAG, agentic AI, artificial intelligence, generative AI, large language models, machine learning