AI Developer (Technical Support Solutions)

We are seeking a versatile AI Developer to join our offshore delivery team. This role will bridge emerging AI technologies with the practical needs of our Technical Support organization. The ideal candidate is a hands-on builder who can research current LLM trends, develop rapid Proofs of Concept (PoCs), and document scalable technical designs.

Key Responsibilities

• AI Research & Strategy: Continuously research and report on relevant AI advancements (LLMs, agentic frameworks, RAG) to improve ticket resolution times and customer satisfaction.
• Rapid Prototyping: Build and deploy PoCs using AI tools to automate internal support workflows for support agents.
• Technical Design: Create clear and comprehensive technical documentation, including architecture diagrams, API specifications, and data flow models for AI integrations.
• Cross‑Functional Collaboration: Work closely with Product Management, R&D, and AI consultants to ensure PoCs align with the product roadmap and security standards.
• Required Technical Skills:
• LLM Implementation: Hands-on experience with OpenAI APIs or open‑source models and vector databases.
• RAG: Solid understanding of Retrieval‑Augmented Generation and its application to private knowledge bases and documentation.
• Integration: Experience building and consuming RESTful APIs to integrate AI solutions with support platforms such as Zendesk, Salesforce, Jira, or ServiceNow.
• Cloud Platforms: Familiarity with deploying AI workloads on AWS (Bedrock/SageMaker) or Azure AI Studio.
• ability to use Claude to code
• Professional Qualifications:
• Analytical Mindset: Ability to translate ambiguous business problems into structured technical experiments.
• Documentation Excellence: Strong written communication skills, with the ability to produce clear and concise documentation for non‑technical stakeholders.
• Support Domain Knowledge: Prior experience with Technical Support data or ticketing systems is a strong plus.