Senior AI/ML Engineer(6-10 years)

Company Description:

Voxai is a 20-year-old US-based tech company with a strong footprint in India, specializing in next-gen customer experience (CX) and contact center solutions powered by AI and cloud technologies. With offices in Texas and Hyderabad, Voxai blends global innovation with local talent to deliver impactful, scalable solutions.

Role Description:

Role summary:

We are seeking a highly skilled and innovative AI/ML professional to architect and implement Large Language Model (LLM)-driven solutions that redefine customer experience (CX) in the contact center space

Key Responsibilities:

· Architect and implement LLM-driven applications to power CX innovations.

· Design and optimize Retrieval-Augmented Generation (RAG) pipelines using vector databases such as FAISS, Pinecone, or Qdrant.

· Recommend and define best-fit AI/ML architectures, balancing scalability, accuracy, and cost-effectiveness.

· Develop, test, and validate AI agents and CX insights using structured evaluation frameworks, A/B testing, and human-in-the-loop methods.

· Experiment with Agentic AI systems capable of multi-step reasoning, tool use, and dynamic orchestration.

· Build and maintain MLOps pipelines (training, testing, deployment, monitoring) using tools like MLflow, Kubeflow, Docker, and Kubernetes.

· Analyze contact center data (e.g., transcripts, IVR logs, feedback) to extract insights on intent, sentiment, resolution, SLA breaches, and automation opportunities.

· Collaborate with cross-functional teams (product, engineering, CX) to deliver real-world AI applications.

· Mentor junior engineers and help define technical standards for AI/ML development at Voxai.

Qualifications:

• Strong foundation in Computer Science, Algorithms, and Data Structures.
• Proficiency in Statistics, Data Analysis, and Machine Learning.
• Hands-on experience in developing and deploying ML models in production.
• Familiarity with LLMs, RAG pipelines, and vector databases.
• Experience with MLOps tools and cloud-native deployment.
• Excellent problem-solving, analytical, and communication skills.
• Ability to work collaboratively in a fast-paced, cross-functional team environment.
• Master’s or Ph.D. in Computer Science, Engineering, or a related field.
• Experience in enterprise software, contact center technologies, or customer experience platforms.