Manager - Customer Interaction Suite

• Strong experience developing AI‑driven automation solutions 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 using **LLM function/tool calling APIs** for automated decision‑making and actions.

• Strong programming skills in **Python** node.js or building scalable APIs and services

Proficiency in **Git** for source control and collaborative development.

• Strong hands‑on experience with **REST and gRPC APIs** , including HTTP status codes, Payload structures, Rate limiting, retries, and error handling.

• ML Tooling: scikit learn, transformers; experiment tracking (eg MLflow/Weights \& Biases); model registry.

• MLOps/DevOps: Git, CI/CD (GitHub/GitLab/Azure DevOps), Docker, Kubernetes; API gateways.

• Observability: Prometheus, Grafana, ELK/EFK, Loki; log/metrics correlation; cost/latency dashboards.

• Security \& Compliance: Secrets management (Vault/Key Vault/SM), token hygiene, PII redaction, RBAC, audit logging.

• Hands‑on experience using Visual Studio Code (preferred for Python) and Visual Studio (with Python workload), along with Git and Docker for local development and containerized builds, with active usage in both C\#/.NET and Python development, including debugging, code reviews, and collaborative development workflows.

• Minimum 4\-10 **years of hands‑on development experience** with **MySQL or PostgreSQL** .

• *Other Knowledge \& Skills**

• Ability to understand business goals and map to technical requirements.
• Exposure towards working in the RFP cases.
• Knowledge of creating HLD and LLD
• Good understanding of use cases and able to create solutions relating to the use cases.
• Proficient with VS Code \+ Python \& FastAPI programing \+ SIP/VoIP (Asterisk/FreeSWITCH/Kamailio) \+ REST APIs \+ LLM (voice bot \& omnichannel CX integration), LINUX development

• *Key Responsibilities****End‑to‑End Solution Design \& Development**

• Translate business and operational requirements into **architecture, user stories, and technical designs** for Dark NOC features.
• Build **full‑stack AI capabilities** : model integration (LLMs/NLP), orchestration logic, APIs/services, and workflow automation.
• Implement **RAG pipelines** (data ingestion, chunking, embeddings, vector search) and tool/function calling for autonomous actions.

• *Model Integration \& Prompt Engineering**

• Integrate **LLMs/NLU/ASR/TTS** providers with robust adapters, retries, timeouts, and fallbacks.
• Design and maintain **prompts, system policies, and tool schemas** ; evaluate and refine prompts for accuracy and reliability.
• Implement **guardrails** (policy enforcement, PII masking, safety filters) and quality evaluation (e.g., RAG ground truth checks).

• *Data Engineering for Dark NOC**

• Build **data ingestion \& transformation** for logs, alerts, tickets, and knowledge bases.
• Maintain **feature/knowledge freshness SLAs** and data contracts with upstream systems.
• Integration with New Relic, Service Now, Email, chat, REST API for end\-to\-end automation.

• *Testing, Quality \& Evaluations**

• Implement **unit/integration/e2e tests** , plus **AI evaluations** (groundedness, hallucination, toxicity).
• Create **offline and shadow/A‑B evaluations** for prompts, models, and RAG changes before production rollout.
• Define **acceptance criteria** with the Project Manager; maintain a robust regression suite.

• *CI/CD \& Operations‑Ready Builds**

• Set up CI/CD pipelines with **canary/blue‑green** releases, automated rollbacks, and migration/versioning for prompts, models, and indexes.
• Containerize services (Docker) and deploy to **Kubernetes** with observability hooks and resource limits.
• Produce **runbooks** and operational toggles (feature flags, kill‑switches, fallback modes).

• *Collaboration \& Delivery Management**

• Work **closely with the Project Manager** on scope, estimations, milestones, and risk tracking.
• Partner with platform, infra, and data teams to unblock dependencies and align environments and SLAs.
• Provide **clear documentation** (designs, APIs, runbooks, evaluation results) and **demo increments** to stakeholders.

• *Production Support (L3‑Level)**

• Support **pre‑prod validations** and production rollouts; analyze incidents with traces/logs and drive code fixes.
• Own **RCA for code/config issues** and convert findings into tests, guardrails, and automation.