Lead AI Experience Engineer

This is a fully remote position, open to applicants in United Kingdom.

📋 Description

• Provide technical guidance for agentic AI within the TM1 Client & Fan Support Engineering group.

• Establish the technical direction and enhance the team’s AI capabilities in collaboration with the Engineering Manager.

• Oversee the creation of intelligent AI experiences for client and fan support.

• Convert business processes, service policies, and customer journeys into agent behaviors, decision logic, conversational patterns, and autonomous workflows.

• Develop reusable patterns and standards for prompts, NLU, context management, guardrails, retrieval, tool usage, evaluation, documentation, and human handoff.

• Perform design and quality reviews, identify potential risks, and guide AI Engineers in delivering robust, maintainable, and production-ready solutions.

• Define and track AI quality metrics, including task completion, response quality, grounding, escalation accuracy, containment, customer satisfaction, and business outcomes.

• Collaborate with Product, Client and Fan Support Operations, Data Science, Platform, QA, Security, and Knowledge Management teams.

• Mentor AI Engineers through technical advice, feedback, design sessions, and knowledge sharing.

• Assess emerging AI technologies and propose strategies to enhance quality, delivery, and operational efficiency.

⛳️ Requirements

• Extensive experience in designing and leading conversational AI, intelligent assistants, Generative AI, or agentic AI solutions.

• Profound understanding of LLMs, prompt engineering, agent behavior, reasoning patterns, context management, memory, tool calling, and workflow orchestration.

• Strong knowledge in NLU, intent and entity modeling, semantic understanding, dialogue management, clarification strategies, and conversational design.

• Proven experience in translating business rules and operational workflows into AI decision logic and user experiences.

• Experience in designing guardrails, policy controls, escalation paths, failure handling, and responsible AI practices.

• Background in defining AI evaluation frameworks and utilizing interaction data, testing, and analytics to enhance performance.

• Familiarity with RAG, semantic search, enterprise knowledge systems, grounding, observability, and regression testing.

• Practical knowledge of APIs, cloud services, software architecture, integration patterns, and contemporary engineering practices.

• Capability to lead complex projects, navigate uncertainties, and balance business value, customer experience, technical limitations, risk, and maintainability.

• Excellent communication, stakeholder management, systems thinking, and problem-solving abilities.

• Bachelor’s or master’s degree in a relevant field, or equivalent practical experience.

• Preference for candidates with experience operating agentic AI solutions in production.

• Preference for experience with conversational AI platforms, agent orchestration frameworks, prompt-management tools, or AI evaluation platforms.

• Preference for experience in customer service, contact centers, or high-volume digital support environments.

• Familiarity with platforms like Amelia, Zendesk, Five9, Salesforce, or similar is preferred.

• Knowledge of AI governance, privacy, security, accessibility, and multilingual support is preferred.

🏝️ Benefits

• Inclusive work environment.

• Support to balance work and home life.

• Opportunities for professional and personal development.

• New experiences and learning from talented colleagues.

• Equal employment opportunities regardless of gender, race, sexual orientation, religion, age, disability status, or caregiving responsibilities.