Senior Call Centre AI Engineer (Python, LLMs, 3CX, Voice AI) – (In Office) CPT

ENVIRONMENT:

An Investment company based in Cape Town is searching for a dynamic and driven Senior Call Centre AI Engineer to join their growing team.  In this hands-on role, you'll work with technologies such as AI voice agents, Large Language Models (LLMs), predictive dialling, 3CX, SIP telephony, ElevenLabs, and Zoho CRM integrations. If you're passionate about conversational AI, automation, and building intelligent customer-facing solutions at scale, we'd love to hear from you.

DUTIES:

Voice AI & IVR

•       Architect and build intelligent IVR and call flows on 3CX and their SIP-based predictive dialer.

•       Integrate voice AI using ElevenLabs AI Agents for natural, low-latency Text-to-Speech and conversational voice.

•       Integrate Automatic Speech Recognition (ASR) into production voice flows.

•       Design and optimise dialogue flows for naturalness, containment rate, and customer satisfaction.

•       Manage voice latency, audio quality, and real-time streaming requirements in production environments.

•       Continuously monitor and improve IVR containment, deflection, and completion metrics.

LLM & Virtual Agent Development

•       Design and deploy LLM-powered virtual agents for both voice and digital channels (web, WhatsApp, email).

•       Build robust prompt engineering frameworks and retrieval-augmented generation (RAG) pipelines to ground responses in their business knowledge.

•       Leverage and adapt LLMs (Claude, GPT, Gemini, Llama) and orchestrate them with Claude Code, n8n, Zapier, and Base44.

•       Implement guardrails, fallback logic, and escalation paths to ensure safe, accurate, and on-brand AI interactions.

•       Evaluate and benchmark LLM performance using domain-specific metrics (CSAT, containment, accuracy, hallucination rate).

Call Centre Platform & CRM Integration

•       Integrate AI solutions with 3CX and the SIP predictive dialer for inbound and outbound campaigns.

•       Connect virtual agents to Zoho CRM and internal knowledge bases via Deluge, JavaScript, and REST APIs.

•       Build and maintain SIP trunk configurations, PSTN connectivity, and WebRTC integrations where applicable.

•       Design event-driven architectures (Node.js, Python) for real-time data exchange between AI systems and operational platforms.

•       Ensure high availability, fault tolerance, and graceful degradation of all customer-facing AI systems.

Analytics & QA Automation

•       Build automated call transcription and analysis pipelines (Python, PostgreSQL) to extract insight from 100% of interactions.

•       Develop NLP models for intent classification, sentiment analysis, topic detection, and agent performance scoring.

•       Implement automated QA workflows (n8n, Zapier) that flag compliance risks, escalation triggers, and coaching opportunities.

•       Create dashboards and reporting tools (React, TypeScript, Tailwind, Framer Motion) to track AI performance, call outcomes, and business KPIs.

•       Use data-driven insights to continuously improve dialogue design, model accuracy, and operational workflows.

Leadership & Architecture

•       Lead technical design reviews and provide architectural guidance on AI and voice system decisions.

•       Mentor junior engineers and contribute to the team's technical growth and best practices.

•       Collaborate with product, operations, and CX teams to align AI capabilities with business goals.

•       Drive vendor evaluation and selection for AI, telephony, and contact centre tooling.

REQUIREMENTS:

•       5+ years of software or AI engineering experience, with at least 2 years focused on conversational AI or contact centre technology.

•       Proven track record of designing and deploying voice AI or chatbot systems in production at scale.

•       Deep expertise in Python and relevant AI/ML libraries (LangChain, LlamaIndex, Hugging Face, OpenAI/Claude SDKs).

•       Hands-on experience with voice/telephony — 3CX, SIP predictive dialling, and voice AI such as ElevenLabs.

•       Strong understanding of LLM architectures, prompt engineering, RAG patterns, and LLM evaluation methodologies.

•       Experience integrating AI systems with enterprise platforms via REST APIs, webhooks, and event-driven messaging.

•       Solid grasp of telephony protocols (SIP, RTP, WebRTC) and voice network fundamentals.

•       Proficiency in SQL and PostgreSQL; working knowledge of Docker and Node.js / TypeScript.

•       Strong communication skills with the ability to translate technical concepts for non-technical stakeholders.

•       Experience with 3CX administration and SIP predictive dialer configuration.

•       Hands-on experience with ElevenLabs (or similar) voice AI agents in production.

•       Knowledge of Zoho CRM integrations using Deluge and JavaScript in a call centre context.

•       Familiarity with AI automation tooling (n8n, Zapier, Base44) and AI dev tools (Claude Code).

•       Exposure to real-time streaming and event-driven architectures (Kafka, Pub/Sub).

•       Front-end skills (React, TypeScript, Tailwind, Framer Motion) for building internal QA/monitoring tools.

•       Background in financial services, insurance, property, or collections (relevant to the group’s domain).