Senior Applied AI Engineer

About the role

The Senior Applied AI Engineer will play a pivotal role in revolutionizing customer engagement through AI-driven solutions. Reporting to the Director of Digital Innovation, this role will focus on designing, building, and maintaining AI-driven conversational agents that support customer interactions across various touchpoints.

Responsibilities

• Design, build, and maintain AI-driven conversational agents supporting customer engagement use cases, from FAQs to transactional workflows (e.g., order management, repair scheduling, troubleshooting)
• Craft and optimize AI copilots and other employee-facing agents to drive efficiency and strengthen process adherence
• Partner with architects, product owners, and domain experts to translate business requirements into scalable, maintainable AI solutions
• Contribute to the evolution of development standards, reusable components, and implementation patterns for AI agents
• Implement and support transactional conversational flows that integrate with backend systems (e.g., CRM, ERP, telephony)
• Develop and maintain APIs and service integrations that enable AI agents to perform real-time actions and retrieve customer data
• Maintain and monitor production issues, ensuring reliability and performance of AI-driven systems
• Contribute to 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

Requirements

• Bachelor’s or Master’s degree in Computer Science, Engineering or a related field
• 5+ years of relevant software engineering experience, including at least 1 year working with AI use cases such as conversational AI or natural language processing in customer-facing solutions
• Proficiency with at least one cloud platform (e.g., AWS, Azure, GCP), particularly for event-driven and real-time architectures
• Hands-on experience with scripting languages (e.g., Python, JavaScript) to build integrations, enhance agent functionality, and support transactional workflows
• Experience integrating contact center platforms with CRM systems (e.g., Salesforce, Dynamics, ServiceNow), including screen pops, case workflows, and customer data synchronization
• Experience developing and optimizing AI chatbots or virtual assistants, including model training, conversation design, and performance improvement
• Strong problem-solving skills with the ability to design solutions that balance customer experience and business objectives
• 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

Qualifications

• 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
• Familiarity with telephony services such as Amazon Connect, Genesys, NICE, Five9, or similar platforms
• Knowledge of NLP models and how they can be fine-tuned for specific customer service applications
• Background in customer journey mapping, process automation, or integrating AI with CRM systems (e.g., Salesforce)
• Passionate about continuous learning, especially in the AI/ML field, and driven by results

Skills

• Strong understanding of conversational AI, NLP, and machine learning principles
• Experience with natural language processing and intent recognition
• Ability to develop and deploy scalable AI solutions
• Proficiency in programming languages such as Python, Java, or JavaScript
• Experience with cloud platforms like AWS, Azure, or Google Cloud
• Knowledge of API design and integration
• Experience with CI/CD pipelines and DevOps practices

Benefits

• Competitive compensation package
• Flexible work arrangements
• Health, wellness, and retirement benefits
• Professional development opportunities
• Employee resource groups

Pay

• $80,000 - $120,000 annually

Schedule

• Full-time, remote option available