Senior AI Engineer, Ops Labs

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

📋 Description

• Design, develop, and scale autonomous AI agents for both product and internal operations.

• Create comprehensive AI strategies and use cases aimed at automating and enhancing CX operations.

• Collaborate with the Head of Ops Labs and operations leadership to pinpoint operational challenges and AI opportunities.

• Develop AI-driven solutions that facilitate automation while ensuring visibility and authority for CX agents.

• Assess the impact prior to scaling and align operational workflows with technical feasibility.

• Construct evaluation frameworks that measure business outcomes and technical performance.

• Work closely with AI leads, engineering teams, and product managers to convert AI strategy into a detailed roadmap.

• Transform operational challenges into AI-enhanced workflows utilizing predictive triggers, LLM-based categorization, decision automation, and alert systems.

• Design, deploy, and sustain stateful production AI agents that utilize tools, transition cases between queues, and maintain state throughout case lifecycles.

• Implement LLMOps monitoring, tracing, and observability for agent workflows.

• Integrate AI agents into CX, compliance, hold-queue, and transaction systems using least-privilege access principles.

• Oversee containerization, CI/CD deployment, and post-launch stability.

• Develop automated evals-as-code, trajectory assessments, adversarial benchmarks, and safety and groundedness evaluations.

• Refine RAG pipelines and agent loops through caching, prompt compression, and model routing.

• Mentor junior engineers and promote best practices in asynchronous programming, error handling, and structured data validation.

• Define boundaries for autonomy, confidence thresholds, escalation pathways, approval gates, and audit trails.

⛳️ Requirements

• Over 5 years of practical experience in software engineering, with a minimum of 2 years focused on building and deploying production-grade AI/ML applications centered on LLMs or generative AI.

• Proficiency in Python is essential.

• Extensive knowledge of at least one core LLM API or framework, such as OpenAI SDK, Google AI SDK, CrewAI, or LangChain.

• Demonstrated experience in delivering production AI agents that perform actions, including tool invocation, multi-step orchestration, state management, human-in-the-loop escalation, guardrails, and error handling.

• Familiarity with RAG and vector databases is advantageous.

• Strong comprehension of software development best practices, including Git/GitHub and CI/CD pipelines.

• Personal projects or notable contributions on GitHub are highly regarded.

• Capability to turn vague operational briefs into testable hypotheses.

• Skill in defining success metrics and balancing technical sophistication with operational constraints.

• Experience in validating assumptions through experimentation.

• Ability to convert high-level business requirements into concrete, maintainable, and well-tested code.

• Background in developing AI for CX, support, compliance, or other operational teams.

• Familiarity with AHT, FCR, CSAT, and SLA metrics is a significant advantage.

• Equivalent qualifications in the aforementioned areas will also be considered.

🏝️ Benefits

• Competitive salary.

• Initial stock options grant.

• Annual performance bonus.

• Unlimited paid time off (PTO).

• Paid parental leave.

• Work model: currently fully remote, with a planned transition to a hybrid setup.

• Comprehensive health, dental, and vision insurance plans.

• Opportunities for continuous learning.

• Empowering growth opportunities in a dynamic entrepreneurial setting.