Manager - Customer Interaction Suite - Customer Interaction Suite

Broad outline of the Role

As an AI Software Developer, you will design, develop, and own end to end AI solutions for Dark NOC, an AI driven automation platform for customer operations support. You will be responsible for full stack AI development, covering model integration, application logic, APIs, workflows, and production readiness.
In this role, you will work closely with the Project Manager to translate business and operational requirements into scalable, reliable, and automated AI capabilities. You will build and productionize solutions leveraging LLMs, NLP, RAG based systems, and automation workflows to enable proactive issue detection, intelligent troubleshooting, and autonomous operations.
You will take complete ownership of the development lifecycle from design and implementation to testing, deployment, and optimization ensuring the Dark NOC platform delivers secure, cost efficient, measurable, and SLA aligned AI automation for enterprise customer operations.

Minimum Qualifications Experience

• Bachelor s degree in computer science / AI / Data Science engineering
• 5-10 years of experience

Core Knowledge Skills

• Proficiency in Python programming

• Strong experience developing AI-driven automation solutions using LLMs/NLP (LLaMA, Mistral, Falcon, Claude Sonnet) and RAG-based architectures

• Hands-on knowledge of LangChain / LlamaIndex; prompt engineering; function calling; embeddings, including prompt design, validation, and response quality evaluation

• Experience integrating AI models using LLM function/tool calling APIs for automated decision-making and actions

• Strong programming skills in Python, Node.js, or building scalable APIs and services

• Strong hands-on experience with REST and gRPC APIs, including:

• HTTP status codes

• Payload structures

• Rate limiting

• Retries

• Error handling

• MLOps / DevOps:

• Git

• CI/CD (GitHub / GitLab / Azure DevOps)

• Docker

• Kubernetes

• API gateways

• Observability:

• Prometheus

• Grafana

• Security Compliance:

• Token hygiene

• PII redaction

• RBAC

• Hands-on experience using:

• Visual Studio Code (preferred for Python)

• Visual Studio (with Python workload)

• C#/.NET or Python development, including debugging, code reviews, and collaborative development workflows

• Hand-on development experience with MySQL or PostgreSQL

Other Knowledge Skills

• Exposure to working on RFP cases

• Knowledge of creating HLD and LLD

• Proficiency in:

• VS Code + Python

• FastAPI programming

• SIP/VoIP (Asterisk / FreeSWITCH / Kamailio)

• REST APIs

• LLM (voice bot omnichannel CX integration)

• Linux development

Key Responsibilities

End to End Solution Design Development
Translate business and operational requirements into architecture, user stories, and technical designs for Dark NOC features.
Build full stack AI capabilities: model integration (LLMs/NLP), orchestration logic, APIs/services, and workflow automation.
Implement RAG pipelines (data ingestion, chunking, embeddings, vector search) and tool/function calling for autonomous actions.
Model Integration Prompt Engineering
Integrate LLMs/NLU/ASR/TTS providers with robust adapters, retries, timeouts, and fallbacks.
Design and maintain prompts, system policies, and tool schemas; evaluate and refine prompts for accuracy and reliability.
Implement guardrails (policy enforcement, PII masking, safety filters) and quality evaluation (e.g., RAG ground truth checks).
Data Engineering for Dark NOC
Build data ingestion transformation for logs, alerts, tickets, and knowledge bases.
Maintain feature/knowledge freshness SLAs and data contracts with upstream systems.
Integration with New Relic, Service Now, Email, chat, REST API for end-to-end automation.
Testing, Quality Evaluations
Implement unit/integration/e2e tests, plus AI evaluations (groundedness, hallucination, toxicity).
Create offline and shadow/A B evaluations for prompts, models, and RAG changes before production rollout.
Define acceptance criteria with the Project Manager; maintain a robust regression suite.
CI/CD Operations Ready Builds
Set up CI/CD pipelines with canary/blue green releases, automated rollbacks, and migration/versioning for prompts, models, and indexes.
Containerize services (Docker) and deploy to Kubernetes with observability hooks and resource limits.
Produce runbooks and operational toggles (feature flags, kill switches, fallback modes).
Collaboration Delivery Management
Work closely with the Project Manager on scope, estimations, milestones, and risk tracking.
Partner with platform, infra, and data teams to unblock dependencies and align environments and SLAs.
Provide clear documentation (designs, APIs, runbooks, evaluation results) and demo increments to stakeholders.
Production Support (L3 Level)
Support pre prod validations and production rollouts; analyze incidents with traces/logs and drive code fixes.
Own RCA for code/config issues and convert findings into tests, guardrails, and automation.

Preferred Trainings/Certifications
Certification - Generative AI with Large Language Models or LLMOps
Certified in C# (.NET) or Python
Certification or deep knowledge of SDLC, Agile, or Kubernetes