AI/ML Engineer - Conversational AI

About the role

An AI Engineer is sought to design, build and optimise AI-driven voice and chat agents used in real-world customer interactions. The role covers conversational intelligence such as dialogue flows, intent understanding and response generation, working closely with QA and conversational testing teams to deliver high-quality user experiences. The position is based in NASTP, Cantt, Lahore, on a hybrid schedule.

Key responsibilities

• Design, develop and maintain conversational AI systems for voice and chat use cases.
• Implement and optimise intent classification, entity extraction and dialogue management.
• Build and refine conversation flows, prompts, fallback logic and escalation strategies.
• Integrate conversational AI with contact center and communication platforms (voice, chat, CCaaS).
• Analyse conversation data and user interactions to improve accuracy, relevance and naturalness.
• Work with Conversational AI Testing, QA and Product teams to fix edge cases and behavioural gaps.
• Support deployment, monitoring and iteration of AI agents in production.
• Contribute to technical documentation and conversational AI best practices.

Required profile

• 3+ years of experience in AI/ML engineering, with a focus on conversational AI systems.
• Hands-on experience with ChatGPT/OpenAI APIs, Dialogflow, Amazon Lex or similar platforms.
• Strong understanding of conversational AI architecture, including dialogue management and context handling.
• Experience designing conversation flows and prompts.
• Ability to work in cross-functional teams.

Required skills

• Proficiency in Python and experience with APIs and integrations.
• Preferred: NLP concepts (intent recognition, entity extraction, embeddings), voice AI, speech recognition or IVR exposure.
• Preferred: API testing tools (Postman), basic automation, contact center AI or CCaaS experience.

What we offer

• Market-competitive salary and career growth opportunities.
• Training and learning programmes, including hands-on training on the Conversational AI stack.
• Medical coverage (IPD), life insurance and paid leaves.
• Provident Fund and Employee Old Age Benefits (EOBI).
• Employee engagement and wellness initiatives.