AI/ML Engineer

We are looking for an experienced AI Engineer to design, develop, and optimize AI-driven voice and chat agents that enhance real-world customer interactions. This role involves creating conversational intelligence solutions, including dialogue flows, intent recognition, and response generation. The successful candidate will work closely with QA and conversational testing teams to ensure a seamless and high-quality user experience.

Key Responsibilities
- Design, develop, and maintain conversational AI systems tailored for voice and chat applications.
- Implement and optimize components such as intent classification, entity extraction, and dialogue management.
- Build and refine conversation flows, prompts, fallback mechanisms, and escalation strategies to improve interaction quality.
- Integrate conversational AI solutions with contact center and communication platforms, including voice, chat, and CCaaS systems.
- Analyze conversation data and user interactions to enhance accuracy, relevance, and naturalness of AI responses.
- Collaborate with Conversational AI Testing, QA, and Product teams to identify and resolve edge cases and behavioral gaps.
- Support deployment, monitoring, and iterative improvements of AI agents in live production environments.
- Contribute to the creation of technical documentation and establish best practices for conversational AI development.

Required Qualifications
- Minimum of 3 years’ experience in AI/ML engineering, specifically focused on conversational AI systems.
- Hands-on experience with platforms such as ChatGPT/OpenAI APIs, Dialogflow, Amazon Lex, or similar technologies.
- Strong understanding of conversational AI architecture, including dialogue management and context handling.
- Proficiency in Python programming and experience working with APIs and system integrations.
- Proven ability to design and implement effective conversation flows and prompts.
- Excellent teamwork skills with the ability to collaborate across cross-functional teams.

Preferred Qualifications and Benefits
- Knowledge of natural language processing (NLP) concepts such as intent recognition, entity extraction, and embeddings.
- Experience with voice AI technologies, speech recognition, or IVR systems.
- Familiarity with conversational AI testing and validation processes.
- Exposure to API testing tools like Postman and basic automation principles.
- Experience working with contact center AI or CCaaS platforms is a plus.

We provide comprehensive hands-on training on our conversational AI stack, tools, and deployment processes. Candidates with strong foundational skills and a passion for learning are highly encouraged to apply.

What We Offer
- Competitive market salary
- Opportunities for career growth and advancement
- Learning and development programs
- On-the-job training
- Medical coverage (In-Patient Department)
- Life insurance
- Paid leaves including annual, casual, sick, marriage, maternity, paternity, Hajj, and bereavement
- Provident Fund and Employee Old Age Benefits (EOBI)
- Employee engagement and wellness initiatives

Location: NASTP, Cantt, Lahore
Work Module: Hybrid
Shift: EST

This role is ideal for professionals eager to contribute to cutting-edge conversational AI solutions while working in a collaborative and supportive environment.