Role Description

We are looking for senior, autonomous software engineers to build AI-powered product features for a Contact Center as a Service (CCaaS) platform. This role sits at the intersection of product engineering, AI systems, and scalable cloud architecture. You will design, build, and evolve AI-based capabilities such as: Real-time and post-call transcription services LLM- features (summarization, agent assist, analytics, automation) Prompt management and orchestration Retrieval-Augmented Generation (RAG) pipelines Knowledge base ingestion and management AI-driven workflows embedded directly into CCaaS user experiences You are expected to deeply understand product requirements, make technical decisions independently, and contribute end-to-end from architecture and backend services to frontend experiences. What You ll Do AI-Centric Product Development Design and implement AI-based product features for CCaaS use cases Integrate LLM services, transcription engines, embeddings, vector databases, and RAG pipelines Design prompt strategies, prompt versioning,



and evaluation mechanisms for reliable AI behavior. Build systems that safely and efficiently interact with external AI providers (OpenAI, Azure OpenAI, AWS, etc.). Architecture & Scalability Design scalable, modular, and observable AI architectures suitable for real-time and high-volume CCaaS workloads. Apply best practices for event-driven, asynchronous, and distributed systems. Ensure AI systems are cost-aware, fault-tolerant, and designed for continuous evolution. Collaborate on decisions around data flow, latency, throughput, and reliability especially for real-time voice and messaging scenarios. Full-Stack Ownership Build and maintain backend services using Node.js, TypeScript, and NestJS. Develop frontend experiences using React.js (or similar), especially for AI-assisted workflows and real-time UI updates. Contribute to API design, frontend-backend contracts, and system integrations. For frontend-le

📌 ML Engineer II (Bengaluru)
🏢 UST
📍 Bengaluru