Job Description

About the Role

We are seeking a highly skilled AI Engineer with hands-on expertise in building Agentic AI systems, conversational AI workflows, and customer/tech support chatbots. The ideal candidate will be responsible for designing, developing, and deploying intelligent agents capable of autonomous task execution, multi-step reasoning, workflow automation, and natural interactions with end-users.


This role will work closely with Product, Engineering, and Customer Success teams to build next-gen AI support solutions that improve support efficiency, reduce operational load, and enhance customer experience.

KEY RESPONSIBILITIES

1. AI System Development

Design and develop Agentic AI architectures using LLMs, tool-calling frameworks, and autonomous reasoning capabilities. Build AI chatbots for customer support, technical troubleshooting, and workflow automation. Create scalable pipelines for intent classification, retrieval-augmented generation (RAG), conversation orchestration, and memory systems.

2. Application & Workflow Engineering

Build full-stack AI applications using Python/Node.js, vector databases, cloud platforms (AWS/GCP/Azure), and modern AI frameworks. Implement multi-agent systems for complex support journeys (triage troubleshoot resolution escalation). Integrate with external systems such as CRM, ticketing platforms (Zendesk, Freshdesk, Salesforce), and internal APIs.

3. Model Integration & Optimization

Fine-tune or instruction-tune models for domain-specific support scenarios. Build evaluation frameworks to measure accuracy, hallucination rate, latency, and guardrail performance. Implement observability, monitoring, and reinforcement learning loops for continuous improvement.

4. Data Engineering & RAG Pipeline Setup

Develop document ingestion pipelines for knowledge bases, logs, manuals, SOPs, and FAQs. Implement vector search, embeddings pipelines, and retrieval optimization. Work with structured + unstructured data for contextual reasoning.

5. Security, Compliance & Guardrails

Implement secure handling of PHI/PII (HIPAA, SOC2, GDPR depending on environment). Ensure robust guardrails, safety layers, and escalation protocols.

REQUIRED SKILLS & EXPERIENCE

Technical Skills

Strong programming experience in Python, and familiarity with Node.js/TypeScript. Hands-on experience with LLM frameworks such as:

LangChain / LlamaIndex


OpenAI API / Azure OpenAI / Anthropic / Meta LLMs


Agents frameworks (OpenAI Assistants, LangGraph, AutoGen, etc.)

Strong understanding of:

Agentic workflows


Prompt engineering & system design


RAG pipelines


Vector databases (Pinecone, Weaviate, FAISS, Chroma)


API development (REST/GraphQL)

Knowledge of cloud platforms: AWS/GCP/Azure.

PREFERRED EXPERIENCE

Built and deployed production-grade AI chatbots or AI-powered support tools. Experience with multi-agent orchestration. Experience tuning LLMs or deploying open-source LLMs. Experience integrating AI systems with CRM/ticketing tools. Understanding of customer support flows, troubleshooting scripts, and escalation logic.

SOFT SKILLS

Strong problem-solving and analytical skills. Ability to work cross-functionally with Support, Product, and Engineering teams. Excellent communication and documentation skills. Customer-focused mindset with an understanding of end-user pain points.

EDUCATION

Bachelor's/Master's in Computer Science, AI/ML, Data Science, or related fields. Equivalent practical experience is also considered.

WHAT SUCCESS LOOKS LIKE

Deploying an AI agent/chatbot that accurately resolves 30-70% of support queries autonomously. Measurable reduction in support ticket volume and resolution time. Scalable frameworks that support future expansions (multi-channel, voice, multi-agent). * Secure, reliable, guardrail-compliant AI systems with high confidence scores.