Senior Call Centre AI Engineer

IGrow Wealth Investments Group of Companies proudly positioned as South Africa’s #1 Investment company is searching for a dynamic and driven Senior Call Centre AI Engineer to join our growing team in Durbanville, Cape Town
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In this hands‑on role, you will work with technologies such as AI voice agents, Large Language Models (LLMs), predictive dialing, 3CX, SIP telephony, Eleven Labs, and CRM integrations. If you are passionate about conversational AI, automation, and building intelligent customer‑facing solutions at scale, we would love to hear from you.

• 5+ years of software or AI engineering experience, with at least 2 years focused on conversational AI or contact centre technology.
• Proven track record of designing and deploying voice AI or chatbot systems in production at scale.
• Hands‑on experience with voice/telephony – 3CX, SIP predictive dialing, and voice AI such as Eleven Labs.
• Strong understanding of LLM architectures, prompt engineering, RAG patterns, and LLM evaluation methodologies.
• Experience integrating AI systems with enterprise platforms via REST APIs, webhooks, and event‑driven messaging.
• Solid grasp of telephony protocols (SIP, RTP, WebRTC) and voice network fundamentals.
• Strong communication skills with the ability to translate technical concepts for non‑technical stakeholders.
• Experience with 3CX administration and SIP predictive dialer configuration.
• Hands‑on experience with Eleven Labs (or similar) voice AI agents in production.
• Knowledge of CRM.

• Architect and build intelligent IVR and call flows on 3CX and our SIP‑based predictive dialer.
• Integrate voice AI using Eleven Labs AI Agents for natural, low‑latency Text‑to‑Speech and conversational voice.
• Integrate Automatic Speech Recognition (ASR) into production voice flows.
• Design and optimise dialogue flows for naturalness, containment rate, and customer satisfaction.
• Manage voice latency, audio quality, and real‑time streaming requirements in production environments.
• Continuously monitor and improve IVR containment, deflection, and completion metrics.

• Design and deploy LLM‑powered virtual agents for both voice and digital channels (web, Whats App, email).
• Build robust prompt engineering frameworks and retrieval‑augmented generation (RAG) pipelines to ground responses in iGrow business knowledge.
• Leverage and adapt LLMs (Claude, GPT, Gemini, Llama) and orchestrate them with Claude Code, n8n, Zapier, and Base
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• Implement guardrails, fallback logic, and escalation paths to ensure safe, accurate, and on‑brand AI interactions.
• Evaluate and benchmark LLM performance using domain‑specific metrics (CSAT, containment, accuracy, hallucination rate).

• Integrate AI solutions with 3CX and the SIP predictive dialer for inbound and outbound campaigns.
• Build and maintain SIP trunk configurations, and WebRTC integrations where applicable.
• Ensure high availability, fault tolerance, and graceful degradation of all customer‑facing AI systems.

• Develop NLP models for intent classification, sentiment analysis, topic detection, and agent performance scoring.
• Implement automated QA workflows (n8n, Zapier) that flag compliance risks, escalation triggers, and coaching opportunities.
• Use data‑driven insights to continuously improve dialogue design, model accuracy, and operational workflows.
• Lead technical design reviews and provide architectural guidance on AI and voice system decisions.
• Mentor junior engineers and contribute to the team's technical growth and best practices.
• Collaborate with product, operations, and CX teams to align AI capabilities with business goals.
• Drive vendor evaluation and selection for AI, telephony, and contact centre tooling.