Senior AI Engineer

Job Title: Senior AI Engineer – Onshore

Experience: 12+ Years in AI / ML . Location: Onshore - Charlotte, NC

Role Overview

Looking for a senior AI Engineer, designing scalable LLM and NLP solutions for high-volume customer interactions. This role will drive architecture, best practices, and innovation across voice AI systems.

Key Responsibilities

· Architect and develop AI-driven IVR and conversational systems using Python

· Build NLP models for text classification and clustering to support intent detection and call routing

· Perform data analysis using SQL

· Design and deploy LLM workflows (prompt engineering, RAG, evaluation) for voice and chat use cases

· Lead development of agentic AI workflows for multi-step customer interactions

· Establish LLMOps best practices, including monitoring, evaluation, and lifecycle management

· Partner with IVR platform, speech engineering, and product teams

· Mentor offshore and junior AI engineers

Required Skills & Experience

· 12+ years of experience in AI / ML

· Very strong proficiency in Python

· Proven expertise in NLP, including:

o Text classification

o Clustering

· Strong experience in data analysis using SQL

· Hands-on experience with LLMs:

o Prompt engineering

o Evaluation frameworks

o Retrieval-Augmented Generation (RAG)

Good to Have

· Experience with Agentic AI and multi-agent orchestration

· Experience with LLMOps / MLOps in production environments

· Cloud Experience

Libraries & Tools

· Python / ML: NumPy, Pandas, Scikit-learn, XGBoost

· NLP: spaCy, Hugging Face Transformers, NLTK, Sentence-Transformers

· LLM Frameworks: LangChain, LlamaIndex, OpenAI SDK

· Agentic AI (Good to Have): LangGraph, AutoGen, CrewAI

· Data & SQL: Oracle, MySQL, SQLAlchemy

· Vector Databases: FAISS, Pinecone, Weaviate, Qdrant

LLMOps / MLOps (Good to Have): MLflow, Weights & Biases, BentoML, Airflow

Job Title: Business Analyst – Onshore

Experience: 7+ Years as BA with IVR background Location: Onshore - Charlotte, NC (

Key Responsibilities

• Good understanding about Contact Center Technology(CCT) Concepts

• 7 + years of experience in technical writing of business requirements

• Reviews, analyzes, and evaluates information technology systems operations.

• Determines user needs and requirements and recommends ways to improve systems.

• Serves as primary point of contact between users and engineering/development staff.

• Identifies, documents, reports, and tracks system issues.

• Collaborate with cross-functional teams to understand business needs and translate them into technical requirements.

• Design and optimize CX features in voice and chat applications to enhance user experience.

• Develop detailed documentation and specifications for development and implementation.

• Support the testing and deployment of new features and enhancements.

• Provide ongoing analytical support to ensure continuous improvement of applications.