Responsibilities
- Design and build multi-agent AI systems integrating LLMs for end-to-end customer-facing workflows: email triage, refund processing, escalation logic, voice bot interactions.
- Develop and maintain N8N automation workflows. Mid knowledge of python and javascript are required for code node scripting.
- Integrate voice AI platforms (e.g. Retell AI, ElevenLabs, ConnexAI, Vapi, BlindAI, etc.) with custom prompt logic for call bot behaviour, customer handling, and multi-step flows.
- Classify and prioritize automation use cases based on business impact, technical complexity, and urgency.
- Ensure every automated workflow reflects high-quality communication standards, SLA adherence, tone consistency, and operational resilience.
- Define, document, and test REST APIs for integration with CRMs, helpdesk platforms (Freshdesk), and internal systems across multiple product versions.
- Perform initial technical assessments of integration issues by reviewing API responses, logs, configurations, and system outputs to detect errors or inconsistencies.
- Build and manage comprehensive API test suites in Postman and N8N, covering edge cases and structured regression scenarios.
- Collaborate with Development, Product, and QA teams to reproduce, diagnose, and escalate complex technical issues efficiently and with complete context.
- Participate in regular syncs with technical leads to identify recurring automation gaps and drive process improvements.
- Craft and iterate on LLM prompts for structured output generation — including JSON schema enforcement, multi-category classification, sentiment analysis, and application reference extraction.
- Debug and improve AI pipeline outputs, addressing inconsistencies in model responses.
- Apply knowledge of AI delegation and orchestration patterns to design reliable, scalable agent workflows.
- Identify recurring workflow gaps or automation opportunities and propose preventive or optimisation actions.
- Contribute to internal technical documentation, API specs, runbooks, and workflow guides to improve team efficiency and knowledge sharing.
- Support onboarding and upskilling of new team members on automation tools, AI systems, and integration patterns.
- Collaborate with cross-functional teams on initiatives that enhance the customer experience and streamline operational workflows.
Requirements
- Mid knowledge of python and javascript are required for code node scripting.
