Title: AI Research Engineer (AI-Powered Agents, Knowledge Graphs)

Helpshift - A Keywords Studio, bridges the disconnect between conventional customer service channels — such as email and phone support — and a growing consumer base that does more on mobile phones and has a strong preference for messaging as the primary mode of communication. Through Helpshift’s AI-powered customer service platform, companies can resolve issues more efficiently, boosting customer satisfaction in the process. Companies such as Supercell, Scopely, Rovio, and hundreds of other leading brands use the Helpshift platform to provide messaging-first customer support. Helpshift is installed on two billion devices worldwide and serves more than 820 million active consumers. We are looking for an ambitious, experienced, driven & solution orientated individual that thrives in a fast-paced, cutting-edge, technology-driven environment. You will be an integral part of our custom development and professional services team and collaborating with multiple teams to deliver solutions to our clients.

At Helpshift, we have 5 Leadership Principles that we integrate into our every day, and use to guide us in our goals. These principles reflect who we are as part Keywords Studios, and to show who we are when we come together, collectively, with other studios to achieve success:

• Power of Partnerships: We collaborate with our clients as an extension of their team. With shared passion and purpose, we proactively support them in bringing their stories to life.
• One Keywords: We believe in a network with efficiency at its core. Combining the strength of a global platform with the agility of local studios creates our superpower.
• Raise the Game: We embrace technology, innovation and our entrepreneurial spirit to help our clients and the industry thrive. Leveraging the sum of our experience brings new value to gaming and beyond.
• Embrace an Open World: We champion diversity of talent and ideas from every corner of our global community. Inclusivity makes us stronger and enables us to deliver world-class entertainment creation to our partners.
• Trust through Transparency: We pursue open and honest relationships with our people, clients and communities. Clear and authentic communication is foundational as we create success together.

Title: AI Research Engineer (AI-Powered Agents, Knowledge Graphs)

Location: Pune

Job Type: Full-time

Key Responsibilities:

• AI Agent Development: Design, build, and deploy AI-powered agents for applications such as virtual assistants, customer service bots, and task automation systems using LLMs and other AI models.

• Knowledge Graph Implementation: Develop and implement knowledge graphs for enterprise data integration, enhancing the retrieval, structuring, and management of large datasets to support decision-making.

• AI-Driven Process Optimization: Collaborate with business units to optimize workflows using AI-driven solutions, automating decision-making processes and improving operational efficiency.

• Model Monitoring and Maintenance: Establish processes for real-time model monitoring, including tracking performance, drift detection, and accuracy of models in production environments.

• Model Retraining and Optimization: Develop automated or semi-automated pipelines for model retraining based on changes in data patterns or model performance. Implement processes to ensure continuous improvement and accuracy of AI solutions.

• Cloud and ML Platforms: Utilize platforms such as Azure Machine Learning Studio, Google Vertex AI, AWS Bedrock and open-source frameworks for end-to-end model development, deployment, and monitoring.

• Collaboration: Work closely with data scientists, software engineers, and business stakeholders to deploy scalable AI solutions that deliver business impact.

• Generative: Should Have a work experience in RAG, Langchain, Llamaindex and generative AI use case implementation and deployment.

Good to have agents framework knowledge or working experience like AutoGen, CrewAI, Langchain-agent, Llamaindex Agent, Swarm by open AI etc.

Requirements

Skills and qualifications:

• Bachelor’s or Master’s degree in Computer Science, Artificial Intelligence, Data Science, or a related field.

• 5+ years of experience as an AI Engineer, focusing on AI-powered agent development, knowledge graphs, AI-driven process optimization, and MLOps practices.

• Proficiency in working with large language models (LLMs) such as GPT-3/4, GPT-J, BLOOM, or similar, including both open-source and commercial variants.

• Experience with knowledge graph technologies, including ontology design and graph databases (e.g., Neo4j, AWS Neptune).

• Strong skills in Python, Java, or similar languages, and proficiency in building, deploying, and monitoring AI models.

• Solid experience in natural language processing (NLP) techniques, including building conversational AI, entity recognition, and text generation models.

• Model Monitoring & Retraining: Expertise in setting up automated pipelines for model retraining, monitoring for drift, and ensuring the continuous performance of deployed models.

• Experience in using cloud platforms like Azure Machine Learning Studio, AWS Bedrock, Google Vertex AI, or similar cloud-based AI/ML tools.

Preferred Skills:

• Experience with building or integrating conversational AI agents using platforms like Microsoft Bot Framework, Rasa, or Dialogflow.

• Knowledge of advanced AI-driven process optimization tools and techniques, including AI orchestration for enterprise workflows.

• Experience with containerization technologies (e.g., Docker, Kubernetes) to support scalable AI/ML model deployment.

• Certification in Azure AI Engineer Associate, Google Professional Machine Learning Engineer, or relevant MLOps-related certifications is a plus.

Benefits

• Hybrid setup
• Worker's insurance
• Paid Time Offs
• Other employee benefits to be discussed by our Talent Acquisition team in India.

Helpshift embraces diversity. We are proud to be an equal opportunity workplace and do not discriminate on the basis of sex, race, color, age, sexual orientation, gender identity, religion, national origin, citizenship, marital status, veteran status, or disability status

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