AI ML Engineer

About The Role

We are seeking an AI Engineer to design, build, and optimize AI-driven voice and chat agents used in real-world customer interactions. This role focuses on developing conversational intelligence, including dialogue flows, intent understanding, and response generation, while collaborating closely with QA and conversational testing teams to ensure high-quality user experiences.

Key Responsibilities

• Design, develop, and maintain conversational AI systems for voice and chat use cases.
• Implement and optimize intent classification, entity extraction, and dialogue management.
• Build and refine conversation flows, prompts, fallback logic, and escalation strategies.
• Integrate conversational AI with contact center and communication platforms (e.g., voice, chat, CCaaS).
• Analyze conversation data and user interactions to improve accuracy, relevance, and naturalness.
• Collaborate with Conversational AI Testing, QA, and Product teams to address edge cases and behavioral gaps.
• Support deployment, monitoring, and iteration of AI agents in production environments.
• Contribute to technical documentation and conversational AI best practices.
  
  
  

• 3+ years of experience in AI/ML engineering, with a focus on Conversational AI systems.
• Hands-on experience with ChatGPT / OpenAI APIs, Dialogflow, Amazon Lex, or similar platforms.
• Strong understanding of conversational AI architecture, including dialogue management and context handling.
• Proficiency in Python and experience working with APIs and integrations.
• Experience designing and implementing conversation flows and prompts.
• Ability to work effectively in cross-functional teams.
  
  
  

• Working knowledge of NLP concepts (intent recognition, entity extraction, embeddings).
• Exposure to voice AI, speech recognition, or IVR systems.
• Experience supporting or collaborating on conversational AI testing and validation.
• Familiarity with API testing tools (Postman) and basic automation concepts.
• Experience with contact center AI or CCaaS platforms.
  
  
  

• Market-competitive salary
• Career growth opportunities
• Learning & development programs
• On-the-job training
• Medical coverage (IPD)
• Life insurance
• Paid leaves (Annual, Casual, Sick, Marriage, Maternity, Paternity, Hajj, Bereavement)
• Provident Fund
• Employee Old Age Benefits (EOBI)
• Employee engagement & wellness initiatives