Job Overview
Location
Hyderabad, India
Job Type
Full-time
Category
Software Engineering
Date Posted
June 3, 2026
Full Job Description
đź“‹ Description
- • Design and implement advanced AI/ML systems focused on large language models (LLMs), AI agents, and retrieval-augmented generation (RAG) architectures.
- • Build production-grade AI pipelines for data processing, model training, fine-tuning, and serving at scale.
- • Develop conversational AI interfaces that manage multi-turn customer interactions, maintain context across sessions, and escalate to human agents when necessary.
- • Implement feedback loops and continuous learning systems that incorporate customer satisfaction metrics, agent corrections, and conversation outcomes to improve model performance over time.
- • Create analytics dashboards and reporting tools to track automation effectiveness, identify customer pain points, and measure KPIs such as resolution time, containment rate, and customer satisfaction scores.
- • Lead technical initiatives for integrating AI systems into existing products and services.
- • Collaborate with data scientists and ML researchers to productionize new AI approaches and models.
- • Apply expertise in natural language understanding (NLU), intent classification, entity extraction, and conversation flow management for customer query interpretation.
- • Implement multi-channel support automation across chat, email, voice, and messaging platforms with consistent context handling.
- • Build knowledge bases and FAQ systems with dynamic content retrieval and self-learning capabilities derived from support interactions.
- • Develop real-time agent assist systems that provide suggestions, knowledge articles, and response templates during live customer interactions.
- • Utilize sentiment analysis and emotion detection to trigger escalations and monitor customer satisfaction.
- • Integrate with contact center platforms such as Zendesk, Salesforce Service Cloud, Genesys, or similar via their APIs.
- • Ensure compliance with security and privacy regulations including PCI, HIPAA, and GDPR when handling sensitive customer data in automated systems.
- • Conduct A/B testing and experimentation to optimize conversation flows, response strategies, and AI-driven decision-making.
- • Maintain a strong focus on quality, detail-oriented implementation, and scalable system design.
- • Communicate technical concepts clearly to cross-functional teams and stakeholders.
- • Work independently and collaboratively in a fast-paced, innovation-driven environment.
🎯 Requirements
- • Bachelor's degree in Computer Science or a related field, or equivalent practical experience
- • 5+ years in backend software development using Python (strongly preferred), Golang, or Java
- • Demonstrated experience building production conversational AI systems using LLMs (OpenAI, Anthropic, open-source models)
- • Expertise in natural language understanding (NLU), intent classification, and conversation flow management
- • Experience implementing multi-channel support automation across chat, email, voice, and messaging platforms
- • Proficiency with contact center platforms (Zendesk, Salesforce Service Cloud, Genesys, or similar) and their APIs
🏖️ Benefits
- • Flexible, trust-oriented culture that empowers employees to take full ownership of their roles
- • Emphasis on balancing productivity with self-care
- • Vibrant and dynamic work environment
- • Opportunities to work with enterprise-grade AI infrastructure used by 50% of the Fortune 500
Skills & Technologies
About Workato, Inc.
Workato provides low-code/no-code enterprise automation and integration software that connects applications, data, and business processes across cloud and on-premises systems. Its platform offers pre-built connectors, recipes, and AI-powered workflow orchestration for finance, HR, IT, sales, support, and marketing functions. The company enables organizations to automate tasks without extensive coding, reducing manual effort and accelerating digital transformation initiatives. Workato serves mid-market to large enterprises worldwide through a subscription-based SaaS model, emphasizing security, governance, and scalability for complex integrations.
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