Senior AI Engineer; Voice AI & IVR

Overview

A dynamic opportunity exists for a Senior Call Centre AI Engineer to join a fast‑growing technology environment focused on building intelligent, scalable customer engagement solutions. The role is hands‑on and centred around conversational AI, voice automation, and LLM‑powered systems within a modern contact centre ecosystem.

You will work across AI voice agents, large language models, telephony systems, CRM integrations, and automation platforms to deliver advanced customer‑facing solutions.

• Design and build intelligent IVR and call flows using SIP‑based telephony platforms
• Integrate AI voice agents for natural, low‑latency conversational experiences
• Implement speech‑to‑text and text‑to‑speech solutions in production environments
• Monitor and improve IVR and voice system efficiency and quality
• Optimise call flows for containment, customer satisfaction, and performance metrics

• Build and deploy LLM‑powered virtual agents across voice and digital channels
• Develop prompt engineering frameworks and retrieval‑augmented generation (RAG) systems
• Integrate and orchestrate multiple LLMs and AI tools for scalable solutions
• Implement safety guardrails, fallback logic, and escalation mechanisms
• Evaluate model performance using accuracy, containment, and customer experience metrics

• Integrate AI systems with telephony platforms and predictive diallers
• Connect AI solutions to CRM systems and internal knowledge bases via APIs
• Build event‑driven architectures for real‑time data processing
• Maintain system reliability, scalability, and fault tolerance

• Develop transcription and call analysis pipelines for customer interactions
• Build NLP models for intent detection, sentiment analysis, and performance scoring
• Automate QA and compliance workflows using modern automation tools
• Create dashboards and reporting tools to track AI and business performance
• Use insights to continuously improve AI models and workflows

• Lead technical design and architecture discussions for AI systems
• Mentor junior engineers and contribute to technical best practices
• Collaborate with cross‑functional teams to align AI solutions with business needs
• Evaluate and recommend tools, vendors, and platforms

• 5+ years of software engineering or AI engineering experience
• Minimum 2 years working with conversational AI or contact centre systems
• Strong Python skills with AI/ML libraries (e.g., Lang Chain, Hugging Face, OpenAI/Claude APIs)
• Experience with LLMs, prompt engineering, and RAG architectures
• Hands‑on experience with SIP telephony, voice systems, or contact centre platforms
• Strong API integration experience (REST, webhooks, event‑driven systems)
• SQL/PostgreSQL proficiency
• Experience with automation tools and workflow orchestration platforms
• Understanding of real‑time systems and streaming architectures
• Front‑end experience for building internal tools (beneficial)
• Strong communication and stakeholder engagement skills
• Experience in financial services, insurance, property, or collections (advantageous)

• Python, Node.js, Type Script
• LLMs (OpenAI, Claude, Gemini, Llama)
• Voice AI platforms and SIP‑based telephony systems
• CRM integrations (Zoho or similar)
• Automation tools (n8n, Zapier or similar)
• Cloud and containerised environments (e.g., Docker)