
Engineering Manager - Customer Experience AI
Lead and scale the team building Help Center, social support, and agent knowledge experiences; set technical strategy for AI-assisted self-service, retrieval, generation, conversational and agentic resolution, routing and human handoff. Define architecture across search, knowledge retrieval, chat orchestration, CRM/ticketing integrations; establish evaluation, quality/safety/privacy safeguards, SLAs/SLOs, monitoring and incident response. Partner with Product, Design, CX Ops, Data, Compliance/Legal/Privacy/Security; hire and coach engineers. Requires production experience with LLM-powered systems (RAG, agentic workflows), distributed systems at scale, and experience with Kubernetes/Terraform/CI and data/messaging stacks. Base annual salary listed as ₹9,424,500 INR.









