Lead AI Solutions Architect

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

📋 Description

• Create and develop prompts for Agentic Virtual Agents to ensure reliable task completion and high-quality customer interactions.

• Organize prompts for grounding, tool and API usage, orchestration, and maintaining response consistency.

• Examine failures in LLM-driven interactions and pinpoint root causes across prompts, orchestration, data, and system behavior.

• Enhance prompts to boost reliability, manage edge cases, ensure task completion, and elevate user experience.

• Assess end-to-end performance across NLU and LLM layers and apply data-driven optimizations.

• Establish and implement evaluation frameworks and testing methodologies for the continuous enhancement of agentic systems.

• Design and develop NLU models, encompassing intents, entities, and utterances.

• Define scalable intent taxonomies and entity structures.

• Generate and curate training data to enhance model coverage, precision, and accuracy.

• Convert customer needs and conversation patterns into conversational AI designs.

• Review production conversation logs for misclassifications, false positives, coverage gaps, and edge cases.

• Improve post-launch NLU performance via updates to training data, intent structure, and entity recognition.

• Create and implement scripts for NLU analysis, evaluation, and model enhancements.

• Measure and monitor NLU performance using evaluation metrics, test sets, and production data.

• Share performance insights, recommendations, and measurable improvements with customers and internal stakeholders.

• Work in collaboration with engineering, product, customer-facing, and cross-functional teams.

⛳️ Requirements

• A Master's degree in Computer Science, Data Science, Machine Learning, or a related technical discipline.

• 3 to 5 years of experience in conversational AI, generative AI, NLU, NLP, or related language technologies.

• Proficiency in Python and Node.js for data preparation, analysis, evaluation, automation, and model tuning.

• Experience with Genesys Cloud, another CCaaS platform, or a conversational AI platform.

• Practical experience in developing, evaluating, or optimizing NLU models and LLM-based conversational experiences.

• Capability to analyze complex conversational AI performance issues and translate findings into actionable enhancements.

• Ability to clearly present technical findings, recommendations, and performance results to customers and stakeholders.

• Capacity to work independently while effectively collaborating with engineering, product, customer-facing, and other cross-functional teams.

• Hands-on experience in prompt engineering and evaluation techniques for LLM-powered or agentic AI systems.

• Experience analyzing production conversation data and enhancing post-launch conversational AI performance.

• Familiarity with evaluation frameworks, test-set development, experimentation, or performance measurement for AI systems.

• Professional proficiency in Spanish in addition to English.

🏝️ Benefits

• Medical, Dental, and Vision Insurance.

• Telehealth coverage.

• Flexible work schedules and opportunities to work from home.

• Development and career advancement opportunities.

• Open Time Off.

• 10 paid holidays.

• 401(k) matching program.

• Adoption Assistance.

• Fertility treatments.

• Mentorship, learning programs, leadership development, and education support.

• Paid volunteer time.

• August Free Fridays.

• Well-being resources.

• Regionally tailored programs for employees and their families.