Sr Engineer, AI

About the role

This role is essential for enhancing artificial intelligence (AI) models that support customer service automation within the organization. It primarily focuses on optimizing AI performance through techniques such as prompt engineering, fine-tuning, and developing AI tools and workflows. The role involves architecting advanced agentic AI systems to improve reasoning and interaction capabilities across complex workflows. Success is measured by the reliability, accuracy, and efficiency of AI models meeting strategic objectives and customer satisfaction goals. The work directly impacts organizational AI capabilities and improves customer service operations through seamless integration of AI enhancements.

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
• Perform other duties/projects as assigned by business management as needed

Knowledge, Skills and Abilities

• Data Management/Data Modeling - Retrieval Augmented Generation (RAG)
• Vector Databases/Embeddings
• Prompt Engineering - LLM orchestration and RAG workflow design
• Python - LLM Orchestration Frameworks, e.g., LangChain, ADK
• Cloud Computing - RAG deployment, LLM application infrastructure, vector database/cloud AI services
• Data Analysis
• Model Tuning
• Customer‑Focused
• Collaboration

Education and Work Experience

• Bachelor’s degree plus 5 years of related work experience OR advanced degree with 3 years of related work experience OR combination of education and experience deemed equivalent (Required)
• Acceptable areas of study include Computer Science, Artificial Intelligence, or Related Field
• Master's/Advanced Degree in Computer Science, Artificial Intelligence, or Data Science (Preferred)
• 4‑7 years experience developing and optimizing AI models for customer service automation using advanced techniques such as prompt engineering and fine‑tuning (Preferred)
• 4‑7 years experience architecting and deploying sophisticated agentic AI systems to enhance reasoning and interaction capabilities in complex workflows (Preferred)
• 4‑7 years experience collaborating with cross‑functional teams to integrate AI‑driven enhancements into production systems (Preferred)

Licenses and Certifications

• Certified Analytics Professional (CAP) – Preferred
• NVIDIA Deep Learning AI Certification – Preferred
• Certified Data Scientist (CDS) – Preferred
• At least 18 years of age
• Legally authorized to work in the United States

Pay

Total Target Cash Earnings Opportunity: $153,065 – $276,115 (combines base salary and annual incentive at target performance). National Base Pay Range: $133,100 – $240,100. Actual starting pay will vary based on work location, qualifications, and experience within this range.

Benefits

• Medical, dental and vision insurance
• Flexible spending account
• 401(k)
• Employee stock grants
• Employee stock purchase plan
• Paid time off and up to 12 paid holidays (≈4 weeks for new full‑time, ≈2.5 weeks for new part‑time annually)
• Paid parental and family leave
• Family building benefits
• Back‑up care
• Enhanced family support
• Childcare subsidy
• Tuition assistance
• College coaching
• Short‑ and long‑term disability
• Voluntary AD&D coverage
• Voluntary accident coverage
• Voluntary life insurance
• Voluntary disability insurance
• Voluntary long‑term care insurance
• Mobile service & home internet discounts
• Pet insurance
• Access to commuter and transit programs