Lead AI Engineer

Role: Lead AI Engineer – Case Management & Analytics

We are seeking a highly experienced Lead AI Engineer to design, build, and scale AI-driven platforms and solutions focused on case management, customer service optimization, and analytics-driven insights.

This role combines hands-on AI engineering, driving intelligent automation across case workflows, contact center operations, and enterprise applications. You will collaborate with business stakeholders, data scientists, and engineering teams to deliver scalable, cloud-native AI solutions powered by Machine Learning (ML) and Generative AI.

Key Responsibilities

• Develop AI models for case classification, routing, prioritization, and SLA prediction.
• Build automation for email-to-case, summaries, call notes, and CRM/workflow updates.
• Deliver AI-driven insights including sentiment analysis, anomaly detection, and forecasting.
• Design and implement LLM/RAG-based knowledge retrieval and AI copilots.
• Build and integrate AI services with CRMs, contact center platforms, and enterprise systems.
• Architect data pipelines, embeddings, and vector-based search solutions.
• Deploy scalable AI solutions using cloud AI services (Azure AI, AWS AI, Google Vertex AI / Gemini)
• Establish MLOps, CI/CD, and containerized deployment practices.
• Lead AI architecture, governance, and cross-functional collaboration.

Skills & Qualifications

• Bachelor’s degree in Computer Science, Engineering, or related field.
• 10–15+ years of experience in application development and AI/ML engineering.
• Proven experience building and scaling AI-driven platforms and solutions.
• Strong hands-on experience in Python, NLP, Machine Learning, and Generative AI/LLMs.
• Experience with vector databases (FAISS, Milvus, Weaviate) and RAG pipelines.
• Hands-on experience designing and implementing Agentic AI systems, including autonomous agents, multi-agent orchestration, task planning, tool integration, and reasoning workflows.
• Experience building AI agents using frameworks such as LangChain, LangGraph, AutoGen, or similar ecosystems.
• Familiarity with MLOps, CI/CD, Docker, and Kubernetes

Preferred Skills

• Knowledge of contact center platforms such as Cisco, Genesys, NICE, or Avaya.
• Experience building AI copilots, chatbots, and agent-assist solutions.
• Familiarity with knowledge systems, enterprise search, and recommendation engines.
• Experience working with LLM platforms such as OpenAI, Google Gemini, or Claude.
• Cloud and AI certifications (Azure, AWS, or Google Cloud)

All your information will be kept confidential according to EEO guidelines.