Build Internal Email, AI Chat & Ticketing Platform (Gmail, AI, Knowledge Base, Secure Ops Console)

PROJECT DESCRIPTION

We are looking for an experienced senior backend / full-stack engineer (or small team) to build an internal enterprise communications platform for an education group.

This is not a basic helpdesk.

The platform will unify Email, AI-powered Chat, and Ticketing into a single operations console, with strong security, audit, and SLA controls.

CORE FUNCTIONALITY

1. Email (Gmail Integration) and Microsoft Option

Connect multiple Google Workspace inboxes (admin@, admissions@, info@, marketing@)

Staff must not access Gmail directly

All replies sent via Gmail API from our application

Signature policies (visible / semi-visible / hidden)

Full audit trail of who replied and when

2. AI Chat (Website + Portal Widget)

Embedded chat widget (“Powered by Launchpad Systems”)

AI answers first using our knowledge base / FAQs

If AI cannot answer:

offer to raise a ticket

or hand over to a live agent (if online)

Chat rating after completion (SLA / QA)

Transcript stored and auditable

3. Inbuilt Ticketing System

Native ticketing included by default

Tickets created from:

email

chat

manual staff action

SLA tracking, assignment, escalation

Optional sync with external helpdesk systems (via API)

4. Rules Engine

Multi-rule, priority-based automation

Conditions based on:

mailbox

keywords

AI classification

channel (email/chat)

Actions:

auto-reply

assignment

SLA setting

ticket creation / update

5. Security & Compliance

Role-based access control

Offshore-safe (no Gmail access)

No email download by default

Immutable audit logs

SLA & escalation enforcement

AI REQUIREMENTS

Knowledge-base-driven responses (no hallucinations)

Confidence thresholds before answering

Safe handoff to humans

No autonomous actions without rules approval

TECH STACK (Preferred)

Backend: Python (Django or FastAPI)

Async / Workers: Celery or equivalent

Database: PostgreSQL

AI: OpenAI / Anthropic / Bedrock (RAG)

Frontend: React / Next.js

Realtime (Chat): WebSockets / Django Channels

Cloud: AWS / DigitalOcean

(We are open to recommendations if justified.)
We will own the IP and Code,