Job Title: Software/Platform Engineer II (Conversational AI Engineer)

Years of Experience: 5-7 Years

Grade: GG10

Location: Hyderabad/ Pune

Note: Immediate joiners Preferred

About the Role

Key Responsibilities:

• Design and develop advanced conversational AI solutions using Large Language Models (LLMs) for intelligent voice bot interactions
• Implement prompt engineering strategies and RAG (Retrieval-Augmented Generation) architectures to enhance voice bot contextual understanding and response accuracy
• Fine-tune and optimize LLMs for domain-specific voice conversations, including intent classification, entity extraction, and sentiment analysis
• Architect and deploy enterprise-grade voice bots using Genesys Cloud Architect, Amazon Lex, Google Dialogflow, and LangChain/LlamaIndex frameworks
• Build speech-to-text (STT) and text-to-speech (TTS) pipelines with advanced NLU capabilities using models like Whisper, Azure Speech Services, and Google Speech API
• Implement conversational AI agents with memory, context retention, and personalization.
• Integrate voice bots with backend systems via RESTful APIs and event-driven architectures to enable real-time, personalized responses
• Build LLM orchestration layers that manage API calls, database queries, and third-party service integrations within conversational flows
• Enhance Natural Language Understanding (NLU) with state-of-the-art transformer models and custom entity recognition
• Track voice bot KPIs: call completion rates, containment rates, average handling time, NPS, and customer satisfaction scores
• Ensure responsible AI practices including bias detection, content filtering, and guardrails for LLM outputs in voice conversations
• Implement compliance frameworks for data privacy (GDPR, CCPA, HIPAA) and security standards in all bot interactions
• Partner with Contact Center Operations, Data Science teams, and stakeholders to translate business needs into AI-powered voice solutions
• Research and evaluate emerging LLM technologies for continuous innovation.
• Participate in Agile ceremonies including sprint planning, technical design reviews, retrospectives, and demo sessions showcasing AI capabilities.