Senior AI Engineer (Voice AI & IVR)

Overview

A dynamic opportunity exists for a Senior Call Centre AI
Engineer to join a fast -growing technology environment focused on building
intelligent, scalable customer engagement solutions. The role is hands -on and
centred around conversational AI, voice automation, and LLM -powered systems
within a modern contact centre ecosystem.

You will work across AI voice agents, large language models,
telephony systems, CRM integrations, and automation platforms to deliver
advanced customer -facing solutions.

Voice AI & IVR Systems

• Design and build intelligent IVR and call flows
  using SIP -based telephony platforms
  
• Integrate AI voice agents for natural,
  low -latency conversational experiences
  
• Implement speech -to -text and text -to -speech
  solutions in production environments
  
• Monitor and improve IVR and voice system
  efficiency and quality
  
• Optimise call flows for containment, customer
  satisfaction, and performance metrics
  

LLM & Conversational AI Development

• Build and deploy LLM -powered virtual agents
  across voice and digital channels
  
• Develop prompt engineering frameworks and
  retrieval -augmented generation (RAG) systems
  
• Integrate and orchestrate multiple LLMs and AI
  tools for scalable solutions
  
• Implement safety guardrails, fallback logic, and
  escalation mechanisms
  
• Evaluate model performance using accuracy,
  containment, and customer experience metrics
  

Systems & CRM Integration

• Integrate AI systems with telephony platforms
  and predictive diallers
  
• Connect AI solutions to CRM systems and internal
  knowledge bases via APIs
  
• Build event -driven architectures for real -time
  data processing
  
• Maintain system reliability, scalability, and
  fault tolerance
  

Analytics & Automation

• Develop transcription and call analysis
  pipelines for customer interactions
  
• Build NLP models for intent detection, sentiment
  analysis, and performance scoring
  
• Automate QA and compliance workflows using
  modern automation tools
  
• Create dashboards and reporting tools to track
  AI and business performance
  
• Use insights to continuously improve AI models
  and workflows
  

Architecture & Leadership

• Lead technical design and architecture
  discussions for AI systems
  
• Mentor junior engineers and contribute to
  technical best practices
  
• Collaborate with cross -functional teams to align
  AI solutions with business needs
  
• Evaluate and recommend tools, vendors, and
  platforms
  

Requirements

Requirements

• 5+ years of software engineering or AI
  engineering experience
  
• Minimum 2 years working with conversational AI
  or contact centre systems
  
• Strong Python skills with AI/ML libraries (e.g.,
  LangChain, Hugging Face, OpenAI/Claude APIs)
  
• Experience with LLMs, prompt engineering, and
  RAG architectures
  
• Hands -on experience with SIP telephony, voice
  systems, or contact centre platforms
  
• Strong API integration experience (REST,
  webhooks, event -driven systems)
  
• SQL/PostgreSQL proficiency
  
• Experience with automation tools and workflow
  orchestration platforms
  
• Understanding of real -time systems and streaming
  architectures
  
• Front -end experience for building internal tools
  (beneficial)
  
• Strong communication and stakeholder engagement
  skills
  
• Experience in financial services, insurance,
  property, or collections (advantageous)
  
  

Technical Environment

• Python, Node.js, TypeScript
  
• LLMs (OpenAI, Claude, Gemini, Llama)
  
• Voice AI platforms and SIP -based telephony
  systems
  
• CRM integrations (Zoho or similar)
  
• Automation tools (n8n, Zapier or similar)
  
• Cloud and containerised environments (e.g.,
  Docker)