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.

Voice AI & IVR Systems

• 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
  

LLM & Conversational AI Development

• 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
  

Systems & CRM Integration

• 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
  

Analytics & Automation

• 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
  

Architecture & Leadership

• 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
  

Requirements

Requirements

• 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., LangChain, 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)
  
  

Technical Environment

• Python, Node.js, TypeScript
  
• 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)