Lead Voice AI Engineer: IVR, LLMs & CRM Integrations

ATS Client

Cape Town

On-site

ZAR 900,000 - 1,500,000

Full time

14 days+

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Job summary

ATS Client in Cape Town is seeking an experienced AI Engineer to design, build, and optimise intelligent voice and chatbot solutions. You will integrate large language models with enterprise systems and drive innovation across customer engagement channels.

You will lead the development of Voice AI, IVR, and conversational flows using 3CX, SIP, ElevenLabs, and related tools, while collaborating with Product, Operations and Customer Experience teams to deliver scalable AI solutions.

Qualifications

5+ years' experience in Software Engineering, AI Engineering, or a related field.
Minimum 2 years' experience developing Conversational AI or Contact Centre solutions.
Proven experience delivering Voice AI and Chatbot platforms in live production environments.
Strong experience with 3CX, SIP, predictive dialling, and Voice AI platforms such as ElevenLabs.
Solid understanding of Large Language Models (LLMs), Prompt Engineering, RAG (Retrieval-Augmented Generation), and AI evaluation techniques.
Experience integrating AI solutions using REST APIs, webhooks, and event-driven architectures.
Good knowledge of telephony technologies including SIP, RTP, and WebRTC.
Experience administering 3CX and configuring SIP predictive diallers.
Knowledge of CRM platforms and customer engagement systems.
Excellent communication skills with the ability to explain technical concepts to business stakeholders.

Responsibilities

Design, develop, and enhance AI-powered IVR and voice automation solutions.
Build intelligent call flows using 3CX and SIP-based telephony platforms.
Integrate Voice AI technologies, including ElevenLabs and speech recognition services.
Optimise conversation design to improve customer experience, containment rates, and response accuracy.
Monitor and improve voice quality, latency, and real-time streaming performance.
Develop AI-powered virtual assistants across voice and digital channels.
Design prompt engineering strategies and Retrieval-Augmented Generation (RAG) pipelines.
Implement AI guardrails, fallback mechanisms, and escalation processes.
Evaluate and optimise LLM performance using operational and customer experience metrics.
Work with leading AI models including GPT, Claude, Gemini, and Llama.
Integrate AI platforms with CRM, telephony, and enterprise applications.
Develop REST API integrations, webhooks, and automated workflows.
Configure and maintain SIP trunks, predictive diallers, and WebRTC integrations.
Ensure scalability, reliability, and high availability of AI solutions.
Develop NLP models for intent detection, sentiment analysis, and conversation analytics.
Build automated quality assurance and compliance monitoring processes.
Analyse AI performance data to drive continuous improvements and operational efficiency.
Provide technical leadership on AI architecture and voice technology initiatives.
Mentor engineers and promote development best practices.
Collaborate with Product, Operations, and Customer Experience teams to deliver innovative AI solutions.
Assess and recommend emerging AI, telephony, and contact centre technologies.