We are looking for a Senior, Autonomous Software Engineer to build AI-powered product features for a Contact Center as a Service (CCaaS) platform. This role combines AI systems, full-stack development, real-time communications, and scalable cloud architecture.

The engineer will work across AI-powered CCaaS capabilities including real-time and post-call transcription, LLM features, RAG pipelines, knowledge bases, prompt management, and AI-driven workflows.

Key Responsibilities :

1. AI & LLM :

- Design and implement AI-powered features for CCaaS use cases.

- Build real-time and post-call transcription services.

- Develop LLM features including summarization, agent assist, analytics, and automation.

- Build prompt management, versioning, orchestration, and evaluation mechanisms.

- Design and implement RAG pipelines, vector search, and knowledge-base ingestion.

- Integrate AI services such as OpenAI, Azure OpenAI, AWS Bedrock, or similar.

- Consider latency, accuracy, cost, reliability, security, and privacy in AI systems.

2. Full-Stack Development :

- Develop backend services using Node.js, TypeScript, and NestJS.

- Develop frontend applications using React.js.

- Build AI-assisted workflows, agent tools, dashboards, and real-time UI experiences.

- Contribute to API design and frontend-backend integrations.

3. Architecture & Scalability :

- Design scalable, modular, loosely coupled, and observable architectures.

- Build event-driven, asynchronous, and distributed systems.

- Work with real-time and high-volume data workloads.

- Use message brokers/streaming platforms such as Apache Kafka.

- Design for high availability, fault tolerance, latency, throughput, and cost efficiency.

4. Voice & Telephony :

- Work with VoIP, real-time communications, and contact center platforms.

- Hands-on experience with :

1. SIP signaling

2. RTP/SRTP media handling

3. IVR

4. DTMF RFC 2833 / SIP INFO

5. WebSocket media gateways

6. Audio codecs G.711, G.722, Opus

7. PSTN interoperability

8. Telecom-grade HA/DR

- Handle real-time and near-real-time data streams.

5. Cloud & Engineering :

- Work with AWS and/or Azure cloud-native architectures.

- Use Docker and Kubernetes.

- Follow Git workflows and CI/CD best practices.

- Build automated tests for business-critical and AI-dependent functionality.

- Implement observability for distributed and AI-driven systems.

- Participate in code reviews and architectural discussions.

- Maintain technical documentation.

6. Product & Collaboration :

- Work with Product Managers, Designers, QA, and Engineers from discovery to delivery.

- Translate product requirements into technical designs and implementation plans.

- Own features end-to-end from concept to production.

- Challenge assumptions and propose better technical and product solutions.

- Mentor peers and contribute to engineering best practices.

Required Skills & Experience :

- Bachelor's degree in Computer Science or equivalent practical experience.

- 6 - 8 years of professional software development experience.

- Strong experience with :

1. React.js

2. Node.js

3. TypeScript

4. NestJS

5. MERN Stack

- Hands-on experience building AI-powered production features.

- Strong knowledge of :

1. LLMs

2. Prompt engineering and prompt lifecycle management

3. RAG architectures

4. Vector search

5. Knowledge-base ingestion and enrichment

6. AI governance

- Experience integrating OpenAI, Azure OpenAI, AWS Bedrock, or similar AI services.

- Experience with Docker and Kubernetes.

- Experience with AWS and/or Azure.

- Experience with Apache Kafka or similar messaging/streaming platforms.

- Strong understanding of distributed and event-driven architectures.

- Experience with VoIP, SIP, RTP/SRTP, IVR, DTMF, WebSocket media gateways, PSTN, and audio codecs.

- Experience with real-time or near-real-time data streams.

- Strong Linux, Git, and CI/CD experience.

- Understanding of observability, AI security, governance, and privacy.