Senior Ai / Machine Learning Engineer

We’re looking to hire an experienced AI/ML Engineer to design and implement intelligent solutions that enhance our customer interaction analytics and CRM insights.

Scope of Work

• Sentiment Analysis of Calls
• Build and deploy models to analyze customer sentiment from call recordings or transcripts.
• Deliver accurate emotion and tone detection using NLP and speech analytics.
• Automated QA of Calls (Auto-QA)
• Develop an AI-driven quality assurance system to evaluate agent performance across compliance, tone, empathy, and resolution metrics.
• Utilize speech-to-text, NLP, and similarity-based evaluation for consistency with internal QA standards.
• Optionally leverage RAG for dynamically referencing updated QA criteria or policy documents.
• AI Integration with CRM (Trends & Next Best Action)
• Integrate AI with our CRM to uncover insights, performance trends, and customer behavior patterns.
• Implement Retrieval-Augmented Generation (RAG) for context-aware recommendations and dynamic knowledge retrieval.
• Use vector databases (e.g., Pinecone, Weaviate, Chroma, FAISS) to enable semantic search and similarity analysis across CRM data.
• Generate “next best action” suggestions for customer management based on historical interactions and outcomes.

Ideal Candidate Qualifications

• Proven experience in Machine Learning, NLP, and Speech Analytics.
• Strong command of Python, LLM APIs (e.g., OpenAI, Anthropic, Hugging Face).
• Experience with RAG pipelines and vector databases for retrieval and semantic search.
• Background in integrating AI solutions with CRM platforms (Salesforce, HubSpot, or custom systems).
• Familiarity with cloud AI services (AWS Comprehend, Google Speech, or Azure Cognitive Services) is a plus.

Deliverables

• Working prototypes or proof-of-concept modules for each component.
• Scalable architecture and documentation for model deployment.
• Optional dashboards or analytics interface for insights visualization.

Job Type: Full-time

Pay: Rs120,000.00 - Rs200,000.00 per month

Work Location: In person