Company Description:
We make digital 𝐡𝐮𝐦𝐚𝐧™ by combining human-centered design with real-time Analytics, AI, Cognitive Technology & Automation to create exceptionally engineered Brand Experiences! Sutherland is an experience-led digital transformation company. Our mission is to deliver exceptionally engineered experiences for customers and employees today, that continue to delight tomorrow. For over 35 years, we have cared for our customers’ customers, delivering measurable results and accelerating growth. Our proprietary, AI-based products and platforms are built using robust IP and automation. We are a team of global professionals, operationally effective, culturally meshed, and committed to our clients and to one another. We call it One Sutherland. #MakeDigitalHuman. https://www.sutherlandglobal.com/
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Job Description:
Sutherland is seeking an attentive and analytical person to join us as an AI Architect to be responsible for overseeing the quality of calls and customer service delivery. We are a group of dynamic and driven individuals. If you are looking to build a fulfilling career and are confident you have the skills and experience to help us succeed, we want to work with you!
Responsibilities:
• Keep management updated: Relay vital information in the form of timely and accurate reports
• Impact the bottom line: Produce solid and effective strategies based on accurate and meaningful data reports and analysis and/or keen observations
• Define Sutherland’s reputation: Oversee and manage performance and service quality to guarantee customer satisfaction; provide coaching and feedback to CSRs
• Strengthen relationships: Establish and maintain communication with clients and/or team members; understand needs, resolve issues, and meet expectations
• Take the lead: Monitor calls/chats/e-mails as per defined sample plan and targets; report out any ZT cases and take necessary action; perform RCA and take corrective actions for defects identified during monitoring; drive quality awareness and improvement initiatives across program
Qualifications:
To succeed in this position, you must:
- Qualifications & Experience:
- Bachelor's or master’s degree in computer science, Engineering or a related field.
- Extensive experience in AI implementation incorporating generative models and agentic AI workflows.
- Solid understanding of machine learning techniques and algorithms.
- Strong knowledge of data structures, algorithms, and software design principles.
- Healthcare domain experience is preferred.
- Key Skills:
- Excellent problem-solving skills and attention to detail.
- Effective communication and collaboration abilities.
- Ability to thrive in a fast-paced, dynamic environment and adapt to changing priorities.
- Other Considerations:
- Location: Lanco, Hyderabad
- Timings: 11:30 AM to 8:30 PM IST
- Work Mode: Work from Office/Hybrid
- Notice Period: Immediate Joiner
Additional Information:
Roles & Responsibilities – AI Architect/Manager
- Lead the architecture, development, deployment and implementation of AI systems incorporating generative models and agentic AI workflows, utilizing at least one cloud platform (Azure or GCP).
- Build and optimize GenAI applications, including chatbots, copilots and AI agents using Python.
- Collaborate with product teams to integrate AI solutions into platforms and customer-facing applications.
- Evaluate and select models (e.g. OpenAI, Gemini, LLaMA etc.) and orchestration tools (e.g., LangChain, AutoGen) best suited to solution needs.
- Demonstrate proficiency in vector databases (e.g., FAISS, Pinecone etc.) and the design of RAG (Retrieval-Augmented Generation) pipelines.
- Stay abreast of advancements in GenAI, multi-agent systems, vector search technologies and large-scale retrieval-augmented architectures.
- Define and uphold best practices for AI governance, cost optimization and robust performance monitoring.
- Conduct ongoing performance tuning, debugging and root-cause analysis to ensure reliability of AI models and applications.
- Design and maintain comprehensive monitoring and logging systems for AI-powered solutions.
- Collaborate with cross-functional teams — including data scientists, ML engineers and software developers — to seamlessly integrate AI across the product landscape.
- Document technical specifications, system workflows and development best practices.
