Senior Call Centre AI Engineer

To qualify for this position, you need:

• 5+ years of software or AI engineering experience, with at least 2 years focused on conversational AI or contact centre technology.
• Proven track record of designing and deploying voice AI or chatbot systems in production at scale.
• Deep expertise in Python and relevant AI/ML libraries (LangChain, LlamaIndex, Hugging Face, OpenAI/Claude SDKs).
• Hands-on experience with voice/telephony — 3CX, SIP predictive dialling, and voice AI such as ElevenLabs.
• Strong understanding of LLM architectures, prompt engineering, RAG patterns, and LLM evaluation methodologies.
• Experience integrating AI systems with enterprise platforms via REST APIs, webhooks, and event-driven messaging.
• Solid grasp of telephony protocols (SIP, RTP, WebRTC) and voice network fundamentals.
• Proficiency in SQL and PostgreSQL; working knowledge of Docker and Node.js / TypeScript.
• Strong communication skills with the ability to translate technical concepts for non-technical stakeholders.
• Experience with 3CX administration and SIP predictive dialer configuration.
• Hands-on experience with ElevenLabs (or similar) voice AI agents in production.
• Knowledge of Zoho CRM integrations using Deluge and JavaScript in a call centre context.
• Familiarity with AI automation tooling (n8n, Zapier, Base44) and AI dev tools (Claude Code).
• Exposure to real-time streaming and event-driven architectures (Kafka, Pub/Sub).
• Front-end skills (React, TypeScript, Tailwind, Framer Motion) for building internal QA/monitoring tools.
• Background in financial services, insurance, property, or collections (relevant to iGrow's domain).

• Architect and build intelligent IVR and call flows on 3CX and our SIP-based predictive dialer.
• Integrate voice AI using ElevenLabs AI Agents for natural, low-latency Text-to-Speech and conversational voice.
• Integrate Automatic Speech Recognition (ASR) into production voice flows.
• Design and optimise dialogue flows for naturalness, containment rate, and customer satisfaction.
• Manage voice latency, audio quality, and real-time streaming requirements in production environments.
• Continuously monitor and improve IVR containment, deflection, and completion metrics.

• Design and deploy LLM-powered virtual agents for both voice and digital channels (web, WhatsApp, email).
• Build robust prompt engineering frameworks and retrieval-augmented generation (RAG) pipelines to ground responses in iGrow business knowledge.
• Leverage and adapt LLMs (Claude, GPT, Gemini, Llama) and orchestrate them with Claude Code, n8n, Zapier, and Base44.
• Implement guardrails, fallback logic, and escalation paths to ensure safe, accurate, and on-brand AI interactions.
• Evaluate and benchmark LLM performance using domain-specific metrics (CSAT, containment, accuracy, hallucination rate).

• Integrate AI solutions with 3CX and the SIP predictive dialer for inbound and outbound campaigns.
• Connect virtual agents to Zoho CRM and internal knowledge bases via Deluge, JavaScript, and REST APIs.
• Build and maintain SIP trunk configurations, PSTN connectivity, and WebRTC integrations where applicable.
• Design event-driven architectures (Node.js, Python) for real-time data exchange between AI systems and operational platforms.
• Ensure high availability, fault tolerance, and graceful degradation of all customer-facing AI systems.

• Build automated call transcription and analysis pipelines (Python, PostgreSQL) to extract insight from 100% of interactions.
• Develop NLP models for intent classification, sentiment analysis, topic detection, and agent performance scoring.
• Implement automated QA workflows (n8n, Zapier) that flag compliance risks, escalation triggers, and coaching opportunities.
• Create dashboards and reporting tools (React, TypeScript, Tailwind, Framer Motion) to track AI performance, call outcomes, and business KPIs.
• Use data-driven insights to continuously improve dialogue design, model accuracy, and operational workflows.

• Lead technical design reviews and provide architectural guidance on AI and voice system decisions.
• Mentor junior engineers and contribute to the team's technical growth and best practices.
• Collaborate with product, operations, and CX teams to align AI capabilities with business goals.
• Drive vendor evaluation and selection for AI, telephony, and contact centre tooling.