Principal Applied AI Engineer

About the Role

As a Principal Applied AI Engineer at GE Appliances, you will join our digital innovation team to revolutionize how we serve our B2B and B2C customers. This role focuses on architecting, building, and supporting scalable AI-driven solutions for contact center operations and customer engagement, including order management, scheduling repairs, processing warranty claims, and product troubleshooting. You will work as an individual contributor within a cross-functional team, collaborating with engineers, architects, and program leadership to deliver high-quality solutions. This position is headquartered in Louisville, KY, with remote work availability.

Responsibilities

• AI Agent Development & Implementation:
  • Establish foundational practices, standards, and processes for AI agent development.
  • Design and create actionable use cases and AI agents for customer engagement, from FAQs to complex transactional workflows (e.g., order management, repair scheduling, warranty verification, troubleshooting).
  • Develop conversation flows and decision trees that reflect real-world customer needs and product intricacies.
  • Collaborate with product experts, engineers, and customer service teams to translate business requirements into AI-driven use cases.
• Agent Tuning & Optimization:
  • Build, train, fine-tune, and improve NLP and intent recognition models.
  • Analyze agent performance analytics and optimize responses for accuracy, relevance, and efficiency.
  • Utilize feedback loops, user testing, and real-world interactions to enhance agent capabilities and ensure high first-contact resolution (FCR) and customer satisfaction.
• Transactional Flows & System Integration:
  • Lead the design of semantic knowledge models and orchestrated AI systems for structured knowledge grounding, multi-step reasoning, and integration of LLMs, tools, and enterprise data sources.
  • Collaborate with cross-functional teams to integrate back-end systems (CRM, ERP, ticketing) and ensure AI tools execute real-world transactions.
  • Ensure AI tools adhere to data security, compliance standards, and organizational guidelines.
• Cross-Functional Collaboration:
  • Work with operations teams to identify pain points in the customer journey that AI can alleviate or streamline.
  • Partner with Digital Technology (DT) and data teams to integrate AI-driven tools into the existing contact center platform.
  • Act as a subject matter expert on customer-facing AI tools, offering recommendations for new use cases and scalability improvements.
  • Provide technical guidance and mentorship to junior engineers and contribute to team knowledge sharing.
• Performance Monitoring & Continuous Improvement:
  • Monitor and troubleshoot production issues to ensure reliability and performance of AI-driven systems.
  • Deliver observability tracking of AI agent performance (e.g., containment, accuracy, customer satisfaction).
  • Continuously improve code quality, test coverage, and deployment practices through CI/CD and DevOps standards.
  • Stay current with emerging AI, NLP, and contact center technologies and apply relevant advancements to ongoing work.

Requirements

• Bachelor’s or Master’s degree in Computer Science, Engineering, Mathematics, or a related field.
• 7+ years of relevant software engineering experience, including at least 3 years working with AI/ML use cases such as conversational AI or natural language processing in customer-facing solutions.
• Expertise with at least one cloud platform (e.g., AWS, Azure, GCP), particularly for event-driven and real-time architectures.
• Strong experience with scripting languages (e.g., Python, JavaScript) to build integrations, enhance agent functionality, and support transactional workflows.
• Proficiency in designing conversational flows, decision trees, and systems that support customer inquiries and transactions.
• Experience building applications powered by large language models (LLMs), including prompt design, evaluation, and production integration.
• Proficiency with retrieval augmented generation (RAG), embeddings, semantic search, and vector databases.
• Experience integrating contact center platforms with CRM systems (e.g., Salesforce, Dynamics, ServiceNow), including screen pops, case workflows, and customer data synchronization.
• Hands-on experience developing and optimizing AI chatbots or virtual assistants, including model training, conversation design, and performance improvement.
• Experience with CI/CD pipelines and DevOps practices, including automated testing and deployment.
• Strong organizational skills with the ability to manage multiple priorities and deliverables.
• Effective communication skills, with the ability to translate technical concepts for non-technical stakeholders.
• Strong problem-solving skills with the ability to design solutions that balance customer experience and business objectives.
• Experience using work management tools such as Jira, Smartsheet, or similar.
• Deep understanding of customer pain points and how AI can alleviate them in a meaningful way.

Preferred Qualifications

• Master’s or PhD in Computer Science, Machine Learning, Artificial Intelligence, or a related technical field.
• 10+ years of industry experience, including technical leadership in AI/ML-heavy product environments.
• Experience fine-tuning foundation models or working with techniques such as LoRA, PEFT, or domain adaptation.
• Proficiency building multi-step agentic workflows, tool-using LLM systems, or orchestration frameworks such as LangChain or LlamaIndex.
• Expertise with one or more major ML/AI frameworks such as PyTorch, TensorFlow, or Hugging Face.
• Strong understanding of working with structured and unstructured enterprise data, knowledge bases, or document intelligence systems.
• Experience working with a B2C contact center, especially in a consumer goods or appliance manufacturer environment.
• Hands-on experience integrating with Salesforce (e.g., Service Cloud, CTI adapters, APIs, event streams) to support agent workflows and customer data access.
• Track record of mentoring senior engineers and setting technical direction for applied AI platforms or products.
• Experience partnering closely with product, design, and business stakeholders to translate ambiguous problems into deployable AI solutions.
• Passion for continuous learning, especially in the AI/ML field, and a drive for results.

Working Conditions

GE Appliances is committed to fostering an inclusive and diverse environment where every individual feels valued, connected, and empowered. The company offers flexible work arrangements to balance individual, team, and organizational needs. This role is based in Louisville, KY, with remote work availability.