Support Platform & AI Engineer

Qpact Solutions; Bengaluru; Hybrid; INR 1,500,000 - 2,800,000; Full time

Job summary

Qpact Solutions in Bangalore is seeking an experienced AI Automation Engineer to work on technical support projects, focusing on AI-powered automation, LLM applications, and platform engineering. You will design AI automation workflows, build and improve AI agents and chatbots, and integrate AI solutions with CRM/ITSM systems while monitoring performance.

The role requires hands-on Python coding, experience with RAG pipelines and prompt engineering, and a strong emphasis on security, governance,

Qualifications

• 3+ years of experience in Platform Engineering, DevOps, AI Engineering, or Technical Operations.
• Hands-on experience with AI/ML technologies and LLM-powered chatbots.
• Strong Python programming and automation skills.
• Experience with RAG architecture and Prompt Engineering.
• Experience building and maintaining REST API integrations.
• Familiarity with CRM/ITSM platforms such as Salesforce, ServiceNow, Zendesk, or Jira.
• Knowledge of dashboards, reporting, and data analytics.
• Experience with LLM evaluation, monitoring, and observability.
• Understanding of AI governance, security, and compliance.

Responsibilities

• Design, develop, and implement AI-powered automation solutions for technical support projects.
• Build, configure, and improve AI agents and LLM-powered chatbots.
• Develop AI automation workflows to reduce manual support activities.
• Implement RAG pipelines, prompt engineering, and AI-based knowledge solutions.
• Manage and improve knowledge management systems.
• Develop and maintain API integrations across CRM, ITSM, and enterprise platforms.
• Build dashboards and reports to monitor support performance and AI effectiveness.
• Identify recurring technical support issues and convert them into AI automation solutions.
• Monitor AI performance, response quality, ticket deflection, and resolution improvements.
• Ensure AI security, data governance, and compliance.

Skills

Platform Engineering

DevOps

AI Engineering

Python programming

LLM-powered chatbots

RAG architecture

Prompt Engineering

REST API integrations

Data analytics

AI governance & security

Tools

Salesforce

ServiceNow

Zendesk

Jira

LangSmith

Langfuse

Arize

Docker

Kubernetes

Pinecone

Weaviate

pgvector

Job description

Hiring: AI Automation Engineer Technical Support Projects

Role: AI Automation Engineer / Support Platform & AI Engineer
Experience: 3+ Years
Location: Bangalore – Hybrid
Open Positions: 3

Job Description

We are looking for an experienced AI Automation Engineer to work on technical support projects. The candidate should have hands-on experience in AI-powered support automation, platform engineering, LLM applications, and system integrations.

The primary responsibility is to identify opportunities to improve technical support operations using AI, automate repetitive tasks, improve issue resolution, and build intelligent customer self-service solutions.

Key Responsibilities

• Design, develop, and implement AI-powered automation solutions for technical support projects.
• Build, configure, and improve AI agents and LLM-powered chatbots.
• Develop AI automation workflows to reduce manual support activities.
• Implement RAG pipelines, prompt engineering, and AI-based knowledge solutions.
• Manage and improve knowledge management systems.
• Develop and maintain API integrations across CRM, ITSM, and enterprise platforms.
• Build dashboards and reports to monitor support performance and AI effectiveness.
• Identify recurring technical support issues and convert them into AI automation solutions.
• Monitor AI performance, response quality, ticket deflection, and resolution improvements.
• Ensure AI security, data governance, and compliance.

Required Skills

• 3+ years of experience in Platform Engineering, DevOps, AI Engineering, or Technical Operations.
• Hands-on experience with AI/ML technologies and LLM-powered chatbots.
• Strong Python programming and automation skills.
• Experience with RAG architecture and Prompt Engineering.
• Experience building and maintaining REST API integrations.
• Familiarity with CRM/ITSM platforms such as Salesforce, ServiceNow, Zendesk, or Jira.
• Knowledge of dashboards, reporting, and data analytics.
• Experience with LLM evaluation, monitoring, and observability.
• Understanding of AI governance, security, and compliance.

Preferred Skills

• Vector databases: Pinecone, Weaviate, or pgvector.
• Embedding models and semantic search.
• AWS or Azure cloud platforms.
• Docker and Kubernetes.
• AI monitoring tools: LangSmith, Langfuse, or Arize.
• AI-powered knowledge management systems.
• ITSM processes and technical support operations.

Additional Requirements

• Experience using AI tools to identify technical support problems and automation opportunities.
• Ability to design and implement AI-based solutions for real-world support challenges.
• Experience improving support efficiency through AI automation.
• Knowledge of AI-driven ticket deflection, first-contact resolution, and support productivity improvements.
• Practical experience implementing AI solutions in production environments is strongly preferred.

Important:

We are looking for hands-on AI Automation Engineers who have worked on technical support projects and implemented AI solutions to improve support operations, automate workflows, and reduce manual effort.