Sr. AI Engineer

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About the role

We’re looking for a Sr. AI Engineer to lead the evolution of T-Mobile’s Agentic Next Best Action (ANBA) capabilities—powering intelligent, real-time decisioning and enabling next-best customer experiences at scale. In this role, you will design and optimize agentic AI systems that determine and execute the most effective next action for each customer interaction, shaping seamless, personalized experiences. You’ll leverage techniques such as prompt engineering, fine-tuning, retrieval-augmented generation (RAG), and tool-integrated reasoning to build AI that dynamically orchestrates workflows, invokes APIs, and adapts decisions based on context and intent.

You’ll collaborate across engineering, product, and business teams to embed ANBA-driven intelligence into production systems—delivering proactive, outcome-oriented experiences that improve customer satisfaction and business results. This role is critical to advancing T-Mobile’s AI capabilities from traditional automation to autonomous, decision-driven systems that continuously learn and optimize both actions and experiences.

Responsibilities

• Optimize AI performance through prompt engineering and fine-tuning to enhance customer service automation.
• Develop AI tools and workflows to support implementation of advanced AI systems within customer service operations.
• Architect sophisticated agentic AI systems to improve reasoning and interaction capabilities across complex workflows.
• Collaborate with cross-functional teams to ensure seamless integration of AI-driven enhancements into production systems.
• Evaluate the reliability, accuracy, and efficiency of AI models to ensure alignment with strategic objectives and customer satisfaction.
• Conduct ongoing research to stay updated with the latest AI technologies and methodologies applicable to customer service.

Requirements

• Bachelor's degree and 3+ years of related professional experience, or Master's degree (or higher) and 1+ year of related professional experience, or equivalent combination of education, training, certifications, and professional experience.
• Proficiency in Python and AI development frameworks for building scalable AI applications.
• Experience with API development (Python, REST APIs, OpenAPI/Swagger).
• Experience with cloud computing (AWS, Azure).
• Experience with prompt engineering (OpenAI APIs, Hugging Face, Anthropic Claude, Google Gemini).
• Experience with operational excellence practices and observability tools (Weights & Biases, Splunk, Datadog).
• Experience with project management tools and agile methodologies (Jira, Azure DevOps).
• Experience with AI orchestration tools (LangChain, LlamaIndex, vector databases for retrieval-augmented generation).

Preferred Qualifications

• Minimum 4 years of professional experience in developing and optimizing AI models for customer service automation using advanced techniques such as prompt engineering and fine-tuning.
• Minimum 4 years of professional experience in architecting and deploying sophisticated agentic AI systems to enhance reasoning and interaction capabilities in complex workflows.
• Minimum 4 years of professional experience collaborating with cross-functional teams to integrate AI-driven enhancements into production systems.
• Certified Analytics Professional (CAP), NVIDIA Deep Learning AI Certification, or Certified Data Scientist (CDS).

Pay

Base pay range: $133,100 – $240,100 (varies by location, qualifications, and experience). Corporate bonus target: 15%. Most corporate employees are eligible for a year-end bonus based on company and/or individual performance. Certain positions in Customer Care are eligible for monthly bonuses based on individual and/or team performance.

For location-specific pay ranges, visit T-Mobile’s pay lookup tool.

Benefits

Full and part-time employees have access to the same benefits when eligible, including:

• Medical, dental, and vision insurance.
• Flexible spending account and 401(k).
• Employee stock grants and employee stock purchase plan.
• Paid time off (up to 4 weeks for new full-time employees and 2.5 weeks for new part-time employees annually) and up to 12 paid holidays.
• Paid parental and family leave, family-building benefits, back-up care, enhanced family support, and childcare subsidy.
• Tuition assistance, college coaching, short- and long-term disability.
• Voluntary AD&D, accident, life, disability, and long-term care insurance.
• Mobile service and home internet discounts, pet insurance, commuter and transit programs.

Learn more at www.t-mobilebenefits.com.