Responsibilities

- Provide technical leadership across the full MLOps framework stack (IVR, Chat, Document Validation) by bridging Python, ML, UI, and infrastructure domains.

- Tracking key operational metrics such as containment rate, repeat calls, and API latency trends.

- Conducting conversation audits to identify intent gaps and improvement opportunities.

- Maintaining dashboards, SLA tracking, Root Cause Analysis (RCA), and backlog management.

- Investigation and resolution of critical and complex defects requiring code-level or product-level intervention.

- Ownership of bug fixes, patches, and product enhancements.

- Support for major incidents (P1/P2) including war room participation and resolution strategy.

- Collaboration with OEM/Platform teams for core platform issues (e.g., AI models, ASR/TTS engines, API frameworks).

- Handling advanced configuration changes, model tuning, and performance optimization.

- Providing long-term fixes and preventive solutions to avoid recurrence.

- Supporting release validation, regression testing, and deployments.

- Drive design reviews, code quality standards, and best practices in backend, ML evaluation logic, and frontend development.

- Coordinate with Architect to translate solution design into actionable development tasks, ensuring modular and scalable implementation.

- Oversee integration efforts between test orchestration, LLM evaluations (DeepEval/OpenAI), and dashboard components.

- Guide and mentor developers (Python, UI,



ML) to troubleshoot challenges, optimize performance, and adhere to timelines.

- Collaborate with QA, DevOps, and product stakeholders to align technical execution with business/testing goals.

- Ensure effective use of CI/CD pipelines, logging, monitoring, and version control for automation framework releases.

Qualifications:

- Bachelors or Masters degree in Computer Science or Engineering.

- Strong understanding of AI platforms and technologies.

- Good presentation and communication skills.

- Strong problem-solving and analytical skills.

- Ability to work collaboratively in a team environment.

- 6+ years in full-stack or automation architecture roles, with 2+ years in leadership.

Preferred Skills:

- Strong understanding of MLOps pipelines and AI frameworks.

- Experience with Kore.ai XO Studio or similar platforms

- Certification - KORE XO 10/11

- Robust JavaScript, Node.js

- Familiar with REST/SOAP, Redis, MongoDB, version control systems (Git)

- Experience integrating APIs and handling secure tokens

- Exposure to Agentic AI Agents, Generative AI, LangChain, LLM tuning, RAG

- Familiarity with Kore SmartAssist, Knowledge Graph, Voice Gateway

- Awareness of AI evaluation, prompt chaining and fallback logic

- Working knowledge of ASR/TTS and voice bot design

- Excellent code review and mentoring skills.

- Agile delivery experience and stakeholder communication.

📌 Technical Lead - Kore.ai/ (Hyderabad)
🏢 Mphasis
📍 Hyderabad