Lead AI/ML Engineer

Caring. Connecting. Growing together.

This individual leads the design and implementation of AI solutions, shaping the Contact Centre AI-First strategy and driving its transformation in AgenaticAI space. With expertise in voice AI technologies, cloud-native architecture, this individual crafts and communicates overall architectural vision, technical strategies and trade-offs for AI enabled conversational experiences across diverse channels. The ideal candidate brings strong leadership skills, a passion for innovation and technology exploration, and a proven track record in large-scale AI transformation.

Primary Responsibilities:

• Spearhead the architecture and execution of multi-channel conversational agent platforms leveraging Agenatic AI
• Design, implement, and manage scalable cloud solutions with focus on observability, performance and security
• Explore emerging trends in the voice AI ecosystem evaluate new tools/frameworks/APIs for integration into existing products drive adoption of promising technologies that enhance scalability or cost-effectiveness
• Lead proof-of-concept projects testing next-generation voice interfaces and multi-modal experiences on scalable cloud platforms
• Identify and Implement security practices and guardrails to ensure organisation and regulatory compliance
• Collaborate with stake-holders and cross-functional teams to set technical strategy aligned with business goals, communicate architecture vision across the organization
• Mentor engineering teams in voice AI development best practices foster a culture of innovation and continuous learning
• Comply with the terms and conditions of the employment contract, company policies and procedures, and any and all directives (such as, but not limited to, transfer and/or re-assignment to different work locations, change in teams and/or work shifts, policies in regards to flexibility of work benefits and/or work environment, alternative work arrangements, and other decisions that may arise due to the changing business environment). The Company may adopt, vary or rescind these policies and directives in its absolute discretion and without any limitation (implied or otherwise) on its ability to do so

Required Qualifications:

• Bachelor's degree in Computer Science, Artificial Intelligence, or a related field
• Experience designing/delivering enterprise-grade solutions in voice agent space
• Experience building enterprise-grade AgenticAI solutions with exposure to populate frameworks like LangGraph/Google ADK/Autogen
• Experience integrating voice bots into diverse environments including telephony systems (IVR), web/mobile applications or smart devices
• Experience designing, implementing, and deploying distributed systems using microservices architecture
• Exposure to newer protocols in AgenticAI space like MCP/A2A/ACP/ANP
• Exposure to modern observability platforms to ensure comprehensive visibility of the solutions
• Hands-on expertise architecting systems on public clouds (AWS/GCP/Azure) with a strong command of Infrastructure as Code tools