Signature IT World Inc · 4 days ago
AI/ML Engineer
New York, NY
Contract
Onsite
Lead/Staff
14+ years expSignature IT World Inc is hiring a Principal AI/ML Engineer to lead the design, development, and scaling of AI solutions for contact centers. This role focuses on building production-grade Generative AI and Agentic AI applications that enhance customer interactions and operational efficiency.
Information Technology & Services
Hiring Manager
Priya Chauhan
Responsibilities
Agentic AI & Generative AI Engineering
Design, build, and deploy Agentic AI systems for contact centers, including:
Multi-agent orchestration
Reasoning and planning patterns (ReAct, Plan-and-Execute)
Tool calling (APIs, CRM systems, knowledge bases)
Memory management (short-term and long-term)
Self-correction and feedback loops
Integrate LLMs (GPT-series, Claude, Llama, Gemini, fine-tuned open models) into real-time contact center workflows for:
Response generation
Conversation summarization
Agent assist and coaching
Dynamic intent resolution
Personalized scripting and post-call analytics
Contact Center Intelligence & NLP
Build advanced NLP-powered intelligence features, including:
Intent classification and routing
Entity extraction
Sentiment and emotion detection
Dialogue management
Multilingual support
Develop multimodal pipelines (voice + text) using ASR/TTS technologies (e.g., Whisper, Google Speech, Azure Cognitive Services)
Cloud-Native AI Platforms
Deliver end-to-end solutions using major cloud ecosystems:
AWS: Bedrock, SageMaker, Amazon Connect, Lex/Q, Lambda
Azure: Azure OpenAI, AI Bot Service, Cognitive Services, Azure ML
Google Cloud: Vertex AI, Dialogflow CX, Contact Center AI Insights, Gemini models
End-to-End AI Lifecycle Ownership
Own the full AI lifecycle:
Data preparation and feature engineering
Model selection, fine-tuning, and prompt engineering
RAG pipelines and vector search
Agent framework integration (LangChain, LangGraph, LlamaIndex, CrewAI, AutoGen, Semantic Kernel)
Evaluation (human-in-the-loop, automated metrics)
MLOps (CI/CD, monitoring, drift detection, scaling)
Optimize AI systems to directly improve contact center KPIs, including automation rate, AHT reduction, FCR improvement, and proactive engagement
Leadership, Governance & Collaboration
Collaborate with product, engineering, contact center operations, and compliance teams to translate business needs into production-ready AI capabilities
Mentor senior engineers, perform code and model reviews, and define best practices
Ensure responsible AI implementation, including bias mitigation, guardrails, explainability, and safety layers
Ensure compliance with GDPR, CCPA, TCPA, and voice interaction regulations
Stay ahead of emerging GenAI and Agentic AI trends; prototype innovations and contribute to internal thought leadership
Qualification
Required
15+ years of professional experience in AI/ML engineering
10+ years specializing in NLP and conversational AI systems (chatbots, voice agents, IVR/NLU)
2+ years of deep, hands-on production experience with Generative AI and Agentic AI
Proven expertise delivering Contact Center Intelligence on AWS, Azure, or Google Cloud
Strong proficiency in: Python, PyTorch, TensorFlow, Hugging Face Transformers
Agentic frameworks (LangChain/LangGraph, LlamaIndex, CrewAI, AutoGen)
RAG, embeddings, vector databases (Pinecone, Weaviate, etc.)
Voice AI pipelines (ASR, TTS, spoken dialogue systems)
Demonstrated impact improving contact center metrics (e.g., 30%+ containment lift, CSAT gains)
Experience with MLOps (MLflow, Kubeflow, SageMaker Pipelines) and cloud infrastructure (Docker, Kubernetes, serverless)
Bachelor's or Master's degree in Computer Science, AI/ML, or related field (PhD a plus)
Preferred
Experience with CCaaS platforms (Genesys, Five9, NICE CXone, Avaya)
CRM integrations (Salesforce, Dynamics 365)
Delivery of multi-modal, real-time agentic systems
Open-source contributions, publications, or patents in AI/NLP
Deep knowledge of ethical and responsible AI in regulated environments
Strong communication and stakeholder influence skills
Company
Signature IT World Inc
Our Mission is to provide our customers with services and solutions to optimize their information systems throughout their company and provide the best possible service to our employees.
201-500 employees
H1B Sponsorship
Signature IT World Inc has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (11)
2024 (5)
2023 (5)
2022 (21)
2021 (14)
Funding
Current Stage
Growth StageCompany data provided by crunchbase