Lead AI Experience Engineer

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

📋 Description

• Provide technical leadership for agentic AI within the TM1 Client & Fan Support Engineering team.

• Collaborate with the Engineering Manager to determine technical direction and enhance the team’s AI capabilities.

• Oversee the design of intelligent AI experiences that comprehend client and fan needs, apply business rules, maintain context, utilize tools and data, and safely execute support tasks.

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

• Create 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 dependable, maintainable, 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.

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

• Assess emerging AI technologies and propose practical approaches to enhance quality, delivery, and operational effectiveness.

⛳️ 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 invocation, and workflow orchestration.

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

• 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.

• Experience 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.

• Working knowledge of APIs, cloud services, software architecture, integration patterns, and modern engineering methodologies.

• Capability to lead complex initiatives, navigate ambiguity, and balance business value, customer experience, technical constraints, risks, and maintainability.

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

• Bachelor’s or master’s degree in a relevant discipline, or equivalent practical experience (preferred qualification).

• Experience operating agentic AI solutions in production (preferred).

• Familiarity with conversational AI platforms, agent orchestration frameworks, prompt-management tools, or AI evaluation platforms (preferred).

• Experience in customer service, contact center, or high-volume digital support environments (preferred).

• Knowledge of platforms such as Amelia, Zendesk, Five9, Salesforce, or similar (preferred).

• Understanding of AI governance, privacy, security, accessibility, and multilingual support (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 opportunities regardless of gender, race, sexual orientation, religion, age, disability status, or caregiving responsibilities.