Principal Applied AI Engineer

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

📋 Description

• Design, develop, and maintain scalable software solutions that enhance contact center operations and customer engagement.

• Implement essential practices, standards, and procedures for the development of AI agents.

• Create and design AI agents for frequently asked questions and transactional workflows, including order management, repair scheduling, warranty verification, and appliance troubleshooting.

• Develop conversational flows and decision trees to ensure smooth customer interactions.

• Convert business requirements into actionable AI-driven use cases for contact centers.

• Construct, train, fine-tune, and enhance NLP and intent recognition functionalities.

• Evaluate agent performance and improve accuracy, relevance, efficiency, first-contact resolution, and customer satisfaction.

• Create semantic knowledge models and orchestrated AI systems that integrate large language models (LLMs), tools, and enterprise data sources.

• Connect CRM, ERP, ticketing, and other back-end systems to facilitate customer transactions.

• Ensure that AI tools comply with data security, regulatory, and organizational standards.

• Collaborate with teams across operations, Digital Technology, data, engineering, architecture, and program leadership.

• Offer technical guidance and mentorship to junior engineers.

• Monitor and resolve production issues while providing observability tracking for AI agent performance.

• Enhance code quality, test coverage, deployment practices, CI/CD, and DevOps standards.

• Remain informed about advancements in AI, NLP, and contact center technologies.

⛳️ Requirements

• Bachelor’s or Master’s degree in Computer Science, Engineering, Mathematics, or a related discipline.

• At least 7 years of relevant software engineering experience, including a minimum of 3 years focused on AI/ML applications such as conversational AI or natural language processing in customer-oriented solutions.

• Proficiency in at least one cloud platform, such as AWS, Azure, or GCP, especially for event-driven and real-time architectures.

• Strong background in Python or JavaScript programming.

• Skilled in designing conversational flows, decision trees, and systems that support customer inquiries and transactions.

• Experience in building applications that leverage large language models, including prompt design, evaluation, and production integration.

• Familiarity with retrieval augmented generation, embeddings, semantic search, and vector databases.

• Experience integrating contact center platforms with CRM systems like Salesforce, Dynamics, or ServiceNow.

• Practical experience in developing and optimizing AI chatbots or virtual assistants.

• Knowledge of CI/CD pipelines and DevOps practices, including automated testing and deployment.

• Excellent organizational, communication, and problem-solving abilities.

• Experience using work management tools such as Jira or Smartsheet.

• Comprehensive understanding of customer pain points and how AI can effectively address them.

• Must possess authorization to work in the U.S.

🏝️ Benefits

• Flexible work arrangements coordinated with leadership to balance individual, team, and organizational needs.

• Equal Opportunity Employer.

• Disability accommodations available during the application process.