Technical Lead - Kore.ai (XO10 / XO11)

Responsibilities:

• Provide technical leadership across the full MLOps framework stack (IVR, Chat, Document Validation) by bridging Python, ML, UI, and infrastructure domains.
• Tracking key operational metrics such as containment rate, repeat calls, and API latency trends.
• Conducting conversation audits to identify intent gaps and improvement opportunities.
• Maintaining dashboards, SLA tracking, Root Cause Analysis (RCA), and backlog management.
• Investigation and resolution of critical and complex defects requiring code-level or product-level intervention.
• Ownership of bug fixes, patches, and product enhancements.
• Support for major incidents (P1/P2) including war room participation and resolution strategy.
• Collaboration with OEM/Platform teams for core platform issues (e.g., AI models, ASR/TTS engines, API frameworks).
• Handling advanced configuration changes, model tuning, and performance optimization.
• Providing long-term fixes and preventive solutions to avoid recurrence.
• Supporting release validation, regression testing, and deployments.
• Drive design reviews, code quality standards, and best practices in backend, ML evaluation logic, and frontend development.
• Coordinate with Architect to translate solution design into actionable development tasks, ensuring modular and scalable implementation.
• Oversee integration efforts between test orchestration, LLM evaluations (DeepEval/OpenAI), and dashboard components.
• Guide and mentor developers (Python, UI, ML) to troubleshoot challenges, optimize performance, and adhere to timelines.
• Collaborate with QA, DevOps, and product stakeholders to align technical execution with business/testing goals.
• Ensure effective use of CI/CD pipelines, logging, monitoring, and version control for automation framework releases.

Qualifications:

• Bachelors or Masters degree in Computer Science or Engineering.
• Strong understanding of AI platforms and technologies.
• Good presentation and communication skills.
• Strong problem-solving and analytical skills.
• Ability to work collaboratively in a team environment.
• 6+ years in full-stack or automation architecture roles, with 2+ years in leadership.

Preferred Skills:

• Strong understanding of MLOps pipelines and AI frameworks.
• Experience with Kore.ai XO Studio or similar platforms
• Certification - KORE XO 10/11
• Strong JavaScript, Node.js
• Familiar with REST/SOAP, Redis, MongoDB, version control systems (Git)
• Experience integrating APIs and handling secure tokens
• Exposure to Agentic AI Agents, Generative AI, LangChain, LLM tuning, RAG
• Familiarity with Kore SmartAssist, Knowledge Graph, Voice Gateway
• Awareness of AI evaluation, prompt chaining and fallback logic
• Working knowledge of ASR/TTS and voice bot design
• Excellent code review and mentoring skills.
• Agile delivery experience and stakeholder communication.