Job Description: SDE-2 (Backend) for RTAA

Location: Bengaluru

About us

Founded in June 2016, Mihup is an AI-powered conversation intelligence platform that provides real-time personalized insights to contact center agents to improve sales and customer experience - resulting in revenue growth, reduced customer churn, and improved brand image. Our team is composed of engineers, machine learning scientists, and product specialists from leading institutions. Our clients include global Fortune 500 companies, and we are on track for aggressive expansion in India and globally. We are backed by Accel Partners and IdeaSpring Capital.

About the Role

As a Software Development Engineer 2 (SDE-2), you will be at the forefront of developing Mihup’s Real-Time Agent Assist (RTAA) platform. This innovative system empowers contact center agents and supervisors by providing real-time support during customer interactions. From generating call summaries and contextual suggestions to enabling supervisor monitoring, the RTAA platform leverages cutting-edge ASR, NLP, and LLM technologies to enhance efficiency and customer satisfaction.

In this role, you will focus on building scalable and secure backend systems that process large volumes of real-time data with extremely low latency. You will work closely with Product Managers, Architects, and Engineers to deliver solutions that meet demanding performance and scalability needs while maintaining high system reliability.

Key Problem Areas

• Scalable Real-Time Processing: Building backend systems capable of processing high volumes of real-time interaction data with low latency.
• ASR/NLP Integration: Designing robust pipelines to integrate with advanced ASR/NLP/LLM modules for real-time transcription and insights.
• Agent & Supervisor Assistance: Creating backend components that deliver actionable insights and recommendations for agents and enable supervisors to intervene effectively when needed.
• Latency and Performance Optimization: Ensuring backend systems meet stringent performance requirements to support seamless real-time operations.
• Security and Reliability: Implementing industry best practices for data security, encryption, and fault-tolerant architectures.

Key Responsibilities

• Define and maintain the technical stack, ensuring scalability, maintainability, and performance.
• Collaborate with the product team to align technical efforts with the product roadmap.
• Design, develop, and maintain backend services to support real-time data processing and analytics.
• Work closely with frontend developers to integrate server-side logic with user-facing features.
• Optimize applications for latency, scalability, and fault tolerance to support real-time workflows.
• Implement robust data protection measures and design secure systems to ensure data privacy.
• Mentor junior engineers and contribute to fostering a collaborative and high-performing team culture.

Expectations

• Bachelor’s Degree in Computer Science or a related field with 3+ years of experience building large-scale backend systems.
• Proficiency in Java or Node.js, with expertise in optimizing backend services for scalability and performance.
• Strong understanding of design patterns and their practical application.
• Experience with databases (SQL or NoSQL) such as PostgreSQL, MongoDB, Cassandra, or Redis.
• Exposure to message queues (RabbitMQ, Kafka) and caching systems (Ehcache, Memcached).
• Familiarity or motivation to work with machine learning components as part of backend workflows.
• Knowledge of container management tools (Docker, Kubernetes) is a plus.
• A passion for learning, solving challenging problems, and growing in a dynamic, fast-paced environment.
• Demonstrated ability to adapt and thrive in startup cultures.

Why This Role Matters

This role is pivotal in building Mihup’s Real-Time Agent Assist platform, which is critical to redefining the contact center experience. By contributing to scalable and low-latency backend systems, you will directly impact how agents and supervisors handle customer interactions, ensuring exceptional service delivery.