Tech Lead – AI/ML

Tech Lead – AI/ML

Location: Colombo, Western Province, Sri Lanka

Position Type: Full-Time / Leadership

Job Purpose

As the Tech Lead for AI/ML, you will spearhead the development and deployment of intelligent solutions that transform raw data into strategic business value. You will lead the charge in building sophisticated analytical models, smart automations, and conversational AI assistants that enhance customer experience, optimize revenue operations (RevOps), and drive predictive intelligence across our global datasets.

Key Responsibilities

Data Analytics & Insight Generation

• Collaborative Modeling: Partner with support leadership and data analysts to enhance existing data pipelines and develop advanced analytical models.

• Actionable Metrics: Provide deep insights into critical support and revenue drivers, including ticket resolution times, root cause patterns, and customer sentiment.

• Predictive Intelligence: Leverage Customer360 datasets to enable predictive and prescriptive intelligence, specifically focusing on churn risk indicators and growth opportunities.

Smart Automation & Workflow Integration

• Intelligent Routing: Design workflows that automatically categorize, prioritize, and route support tickets to reduce manual intervention.

• Ecosystem Integration: Embed AI outputs directly into CRM, Service Cloud, and RevOps workflows to streamline service and revenue processes.

Conversational AI & Generative Solutions

• AI Assistant Development: Build and maintain high-accuracy AI-powered chatbots to provide immediate responses to customer and internal queries.

• Generative AI Implementation: Deploy LLM-based solutions for automated response drafting, knowledge article suggestions, and complex case summarization.

• Optimization: Continuously refine assistant accuracy using robust feedback loops and real-world performance metrics.

Data Engineering & Governance

• Dataset Management: Architect solutions to process large-scale structured and unstructured data from billing, product telemetry, and service incidents.

• Feature Engineering: Lead data cleaning and preprocessing efforts to prepare high-quality datasets for model training and inference.

• Compliance: Ensure all model development adheres to the highest data governance, security, and privacy standards.

Performance & Continuous Improvement

• Model Monitoring: Oversee the health of deployed models by tracking precision, recall, drift, and latency.

• Feedback Loops: Implement automated retraining schedules to optimize models based on business impact and evolving data patterns.

• Responsible AI: Ensure secure, ethical, and high-accuracy deployment of all AI technologies.

Qualifications & Experience

• Educational Background: A Degree in Computer Science, Data Science, Mathematics, or a related technical field (Master’s preferred).

• Technical Leadership: Proven experience leading technical teams in the design and deployment of AI/ML products.

• Machine Learning Expertise: Deep understanding of Generative AI, Natural Language Processing (NLP), and predictive modeling.

• Platform Knowledge: Experience integrating AI solutions within enterprise platforms like Salesforce/Service Cloud and modern CRM systems.

• Analytical Mindset: Proficiency in Python/R, SQL, and big data technologies (e.g., AWS, Spark, or Snowflake).

• Communication: Ability to bridge the gap between complex technical concepts and executive-level business objectives.

We are an Equal Opportunity Employer.

Location: Colombo, Sri Lanka

Company: Virtusa

More Jobs