Senior AI Engineer, Ops Labs

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

📋 Description

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

• Create comprehensive AI strategies and use cases aimed at automating and scaling Customer Experience (CX) Operations.

• Collaborate with the Head of Ops Labs and leadership in Operations to identify operational improvements and convert friction points into AI-assisted workflows.

• Design predictive triggers, LLM-driven categorization, decision automation, and alert systems.

• Architect, deploy, and maintain stateful production AI agents capable of calling tools, transferring cases between queues, and managing case lifecycle states.

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

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

• Take ownership of containerization, CI/CD deployment, and post-launch stability.

• Create automated evaluation pipelines, including LLM-as-a-judge, semantic similarity analysis, adversarial benchmarking, and trajectory evaluations.

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

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

• Define parameters for autonomy, confidence thresholds, escalation processes, approval gates, and audit trails.

• Collaborate with AI leads, engineering teams, and product managers to translate AI strategies into actionable roadmaps.

⛳️ Requirements

• A minimum of 5 years of practical experience in software engineering, including at least 2 years focused on building and deploying production-grade AI/ML applications, particularly those centered on LLMs or generative AI.

• Proficient in Python is essential.

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

• Demonstrated success in shipping production AI agents that perform actions such as tool invocation, multi-step orchestration, state management, human-in-the-loop escalation, guardrails, and failure management.

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

• Proven ability to convert ambiguous operational briefs into testable hypotheses.

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

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

• Equivalent competencies in the specified areas will also be taken into account.

🏝️ Benefits

• Competitive salary.

• Initial stock options grant.

• Annual performance bonus.

• Unlimited Paid Time Off (PTO).

• Paid parental leave.

• Work model: currently fully remote, with plans to transition to a hybrid setup in the future.

• Health, dental, and vision insurance plans.

• Opportunities for continuous learning.

• Empowering opportunities for growth within a dynamic entrepreneurial environment.