Agentic AI Specialist

About the Role

We are seeking a highly skilled AI Engineer with hands-on expertise in building Agentic AI systems, conversational AI workflows, and customer/tech support chatbots. The ideal candidate will be responsible for designing, developing, and deploying intelligent agents capable of autonomous task execution, multi-step reasoning, workflow automation, and natural interactions with end-users.

This role will work closely with Product, Engineering, and Customer Success teams to build next-gen AI support solutions that improve support efficiency, reduce operational load, and enhance customer experience.

KEY RESPONSIBILITIES

1. AI System Development

• Design and develop Agentic AI architectures using LLMs, tool-calling frameworks, and autonomous reasoning capabilities.
• Build AI chatbots for customer support, technical troubleshooting, and workflow automation.
• Create scalable pipelines for intent classification, retrieval-augmented generation (RAG), conversation orchestration, and memory systems.

2. Application & Workflow Engineering

• Build full-stack AI applications using , vector databases, cloud platforms (AWS/GCP/Azure), and modern AI frameworks.
• Implement multi-agent systems for complex support journeys (triage troubleshoot resolution escalation).
• Integrate with external systems such as CRM, ticketing platforms (Zendesk, Freshdesk, Salesforce), and internal APIs.

3. Model Integration & Optimization

• Fine-tune or instruction-tune models for domain-specific support scenarios.
• Build evaluation frameworks to measure accuracy, hallucination rate, latency, and guardrail performance.
• Implement observability, monitoring, and reinforcement learning loops for continuous improvement.

4. Data Engineering & RAG Pipeline Setup

• Develop document ingestion pipelines for knowledge bases, logs, manuals, SOPs, and FAQs.
• Implement vector search, embeddings pipelines, and retrieval optimization.
• Work with structured + unstructured data for contextual reasoning.

5. Security, Compliance & Guardrails

• Implement secure handling of PHI/PII (HIPAA, SOC2, GDPR depending on environment).
• Ensure robust guardrails, safety layers, and escalation protocols.

REQUIRED SKILLS & EXPERIENCE

Technical Skills

• Strong programming experience in Python, and familiarity with
• Hands-on experience with LLM frameworks such as:

LangChain / LlamaIndex

OpenAI API / Azure OpenAI / Anthropic / Meta LLMs

Agents frameworks (OpenAI Assistants, LangGraph, AutoGen, etc.)

• Strong understanding of:

Agentic workflows

Prompt engineering & system design

RAG pipelines

Vector databases (Pinecone, Weaviate, FAISS, Chroma)

API development (REST/GraphQL)

• Knowledge of cloud platforms: AWS/GCP/Azure.

PREFERRED EXPERIENCE

• Built and deployed production-grade AI chatbots or AI-powered support tools.
• Experience with multi-agent orchestration.
• Experience tuning LLMs or deploying open-source LLMs.
• Experience integrating AI systems with CRM/ticketing tools.
• Understanding of customer support flows, troubleshooting scripts, and escalation logic.

SOFT SKILLS

• Strong problem-solving and analytical skills.
• Ability to work cross-functionally with Support, Product, and Engineering teams.
• Excellent communication and documentation skills.
• Customer-focused mindset with an understanding of end-user pain points.

EDUCATION

• Bachelor's/Master's in Computer Science, AI/ML, Data Science, or related fields.
• Equivalent practical experience is also considered.

WHAT SUCCESS LOOKS LIKE

• Deploying an AI agent/chatbot that accurately resolves 30–70% of support queries autonomously.
• Measurable reduction in support ticket volume and resolution time.
• Scalable frameworks that support future expansions (multi-channel, voice, multi-agent).
• Secure, reliable, guardrail-compliant AI systems with high confidence scores.