Engineering Manager - Customer Experience AI

Responsibilities

• Drive the roadmap for a conversational AI platform, advancing from decision trees to LLM reasoning, retrieval-augmented generation (RAG), and agentic workflows.
• Lead integration of third-party AI solutions while scaling in-house LLM infrastructure for high-stakes crypto support.
• Build evaluation frameworks and feedback loops to improve model accuracy, grounding, compliance, and customer outcomes.
• Enable secure agent actions for workflows such as transaction troubleshooting and account recovery through internal APIs.
• Define technical architecture across vector databases, prompt design, and context management to deliver personalized support.
• Own operational excellence across reliability, latency, token cost, and fallback paths to human agents.

Requirements

• 8+ years of software engineering experience, including 2+ years leading high-performing teams.
• Experience shipping products powered by large language models, with strong understanding of prompt engineering, fine-tuning, and the model provider landscape.
• Experience building RAG pipelines and managing the data lifecycle needed to ground AI in real-time knowledge.
• Strong systems and platform background, including scalable distributed systems in high-traffic production environments.
• Experience designing quantitative AI evaluation frameworks to measure hallucination rates, accuracy, and customer sentiment.
• Deep understanding of AI safety and guardrails, including preventing PII leakage and unsafe financial outputs.
• Familiarity with vector databases such as Pinecone, Weaviate, or Milvus, and orchestration frameworks such as LangChain or LlamaIndex.
• Proficiency in Golang and experience with modern cloud-native infrastructure such as AWS and Kubernetes.
• Ability to use generative AI responsibly, maintain human oversight, and drive measurable improvements in workflow efficiency, cost, and quality.

Compensation and Benefits

• Annual base salary: ₹9,424,500–₹9,424,500 INR.
• Total compensation may also include equity, bonus eligibility, and medical, dental, and vision benefits.