About the role
We are looking for a highly experienced Senior IT Expert / Software Developer to design and build modern enterprise applications and AI-driven solutions focused on improving IT Helpdesk operations.
The role will primarily involve developing intelligent systems for:
- Automatic ticket classification
- Intelligent ticket routing
- AI-based support process optimization
- Data-driven operational improvements
Candidates should possess strong expertise in backend development, AI/ML engineering, Azure-based AI services, and IT service management processes.
- Expert-level experience in C# with strong enterprise backend development knowledge
- Strong expertise in ASP.NET Core, including:
- REST APIs
- Microservices architecture
- Scalable application development
- Expert-level proficiency in Python for:
- Automation
- Backend development
- Machine Learning solutions
- Strong hands-on expertise in AI/ML development using Python
- Experience with:
- Natural Language Processing (NLP)
- Text classification
- Embeddings
- Transformer models
- Model evaluation techniques
- Proven experience developing AI models for unstructured text data such as:
- Helpdesk tickets
- Emails
- Chat conversations
- Strong experience with Azure Machine Learning, including:
- Training pipelines
- Managed endpoints
- Model deployment
- End-to-end ML lifecycle management
- Expert-level knowledge of SQL Server
- Strong experience in:
- Query optimization
- Data modeling
- Performance tuning
- Good understanding of IT Service Management (ITIL) concepts including:
- Incidents
- Priorities
- Categories
- SLAs
- Experience handling and transforming real-world helpdesk datasets
- Strong understanding of helpdesk workflows and IT support operations
- Design and develop AI-powered helpdesk automation solutions
- Build scalable backend systems and APIs
- Develop ML models for ticket classification and intelligent routing
- Optimize support operations using AI and analytics
- Collaborate with cross-functional teams in an Agile environment
- Deliver production-ready executable code and scalable solutions