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Manager - Customer Interaction Suite
Full-time
As an AI Software Developer, you will design, develop, and own end-to-end AI solutions for Dark NOC, an AI-driven automation platform for customer operations support. You will be responsible for full-stack AI development, covering model integration, application logic, APIs, workflows, and production readiness.
Working closely with the Project Manager, you will translate business and operational requirements into scalable, reliable, automated AI capabilities, building and productionising solutions leveraging LLMs, NLP, RAG-based systems, and automation workflows to enable proactive issue detection, intelligent troubleshooting, and autonomous operations.
Qualifications & Experience
Bachelor's degree in engineering with 5-10 years of relevant experience.
Core Knowledge & Skills
Proficiency in Python programming.
Strong experience developing AI-driven automation using LLMs/NLP (Llama, Mistral, Falcon, Claude Sonnet) and RAG-based architectures.
Hands-on knowledge of LangChain / LlamaIndex; prompt engineering; function calling; embeddings, including prompt design, validation, and response quality evaluation.
Experience integrating AI models via LLM function/tool calling APIs for automated decision-making.
Strong skills in Python or Node.js for building scalable APIs and services; Git for source control.
Hands-on experience with REST and gRPC APIs, including status codes, payload structures, rate limiting, retries, and error handling.
ML tooling (scikit-learn, transformers), experiment tracking (MLflow/Weights & Biases), and model registry.
MLOps/DevOps: Git, CI/CD, Docker, Kubernetes, API gateways; observability with Prometheus, Grafana, ELK/EFK, Loki.
Security & compliance: secrets management, token hygiene, PII redaction, RBAC, audit logging.
Minimum 4-10 years of hands-on development experience with MySQL or PostgreSQL.
Key Responsibilities
End-to-End Solution Design: Translate requirements into architecture and build full-stack AI capabilities, including RAG pipelines and tool/function calling for autonomous actions.
Model Integration & Prompt Engineering: Integrate LLM/NLU/ASR/TTS providers with robust adapters, design prompts and tool schemas, and implement guardrails and quality evaluation.
Data Engineering: Build ingestion and transformation for logs, alerts, tickets, and knowledge bases, integrating with New Relic, ServiceNow, email, chat, and REST APIs.
Testing & Evaluations: Implement unit/integration/e2e tests plus AI evals (groundedness, hallucination, toxicity) and shadow/A-B evaluations.
CI/CD & Operations: Set up pipelines with canary/blue-green releases, automated rollbacks, containerisation, and runbooks.
Collaboration & L3 Support: Work with the Project Manager on scope and milestones, support production rollouts, and own RCA for code/config issues.
