Senior AI Engineer (AI - Customer Support Copilots) SE II

About the Role

We are looking for an experienced Senior AI Engineer to lead the development of scalable AI-driven systems that power next-generation Customer Support Copilots. This role focuses on building and integrating models for text, translation, image, and audio processing, with a strong emphasis on production-grade deployments, API integration, and intent/sentiment understanding.

The ideal candidate is a hands-on engineer with a deep understanding of AI technologies and strong backend development experience. You will work at the intersection of AI and system design, ensuring our AI services are robust, scalable, and production-ready.

Key Responsibilities

• Design and develop AI-powered systems for multilingual translation, image understanding, audio transcription, and sentiment/intent analysis.
• Improve and optimize classification models for intent detection and sentiment analysis in real-world support conversations.
• Develop and maintain REST APIs, webhooks, and real-time data pipelines using Kafka.
• Build scalable microservices for AI model inference, training, and retraining pipelines.
• Collaborate with ML researchers and product teams to translate prototypes into robust applications.
• Deploy and manage AI services in containerized environments using Docker and Kubernetes.
• Integrate with databases like YugabyteDB, Snowflake, and other storage backends for feature storage and logging.
• Monitor performance, reliability, and scalability of AI systems in production.

Required Skills and Qualifications

• 5+ years of experience in software engineering with at least 3+ years in AI/ML systems.
• Strong proficiency in Python for backend and ML development.
• Solid experience working with NLP/NLU, audio processing, image models, or translation models.
• Good understanding of intent classification, sentiment analysis, and multimodal AI systems.
• Proficiency in building and scaling APIs, integrating webhooks, and managing Kafka-based messaging pipelines.
• Hands-on experience with Docker, Kubernetes, and CI/CD workflows.
• Strong understanding of microservices architecture and scalable system design.
• Familiarity with databases like PostgreSQL, Yugabyte, and Snowflake.
• Experience with cloud platforms (AWS/GCP/Azure).

Preferred Qualifications

• Working knowledge of Clojure or interest in functional programming paradigms.
• Background in customer support, conversational AI, or AI copilots.
• Experience integrating audio transcription models (e.g., Whisper), image analysis models, or multilingual translation APIs.
• Exposure to MLOps and LLMOps practices.

• Hybrid setup
• Worker's insurance
• Paid Time Offs
• Other employee benefits to be discussed by our Talent Acquisition team in India

Closing: 

Helpshift embraces diversity. We are proud to be an equal opportunity workplace and do not discriminate on the basis of sex, race, color, age, sexual orientation, gender identity, religion, national origin, citizenship, marital status, veteran status, or disability status.

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