Senior AI Engineer, Ops Labs

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

📋 Description

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

• Create end-to-end AI strategies and use cases aimed at automating and enhancing CX Operations.

• Identify and define AI opportunities throughout operational systems.

• Develop AI-driven solutions that automate workflows while ensuring CX Ops agents have visibility and control.

• Validate the operational impact before implementing solutions at scale.

• Collaborate with the Head of Ops Labs, AI leads, engineering teams, and PMs to convert AI strategy into a structured roadmap.

• Transform operational challenges into AI-assisted workflows using predictive triggers, LLM-powered categorization, decision automation, and alert systems.

• Design, deploy, and maintain stateful production AI agents capable of tool integration, case management, and retention of state across case lifecycles.

• Establish monitoring, tracing, and observability for agent workflows.

• Integrate AI agents into CX, compliance, hold-queue, and transaction systems with a focus on least-privilege access.

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

• Create automated evaluation pipelines that assess tool trajectories, safety, groundedness, resolution time, escalation rates, and CX agent override rates.

• Enhance 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 autonomy boundaries, confidence thresholds, escalation pathways, approval gates, and audit trails for AI-driven decisions.

⛳️ Requirements

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

• Proficiency in Python is essential.

• Strong familiarity with at least one core LLM API or framework, such as OpenAI SDK, Google AI SDK, CrewAI, or LangChain.

• Documented experience in shipping production AI agents capable of executing actions, including tool invocation, multi-step orchestration, state management, human-in-the-loop escalation, guardrails, and failure handling.

• Experience with RAG and vector databases is advantageous.

• Solid understanding of software development best practices, along with Git/GitHub and CI/CD pipelines.

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

• Capability to convert vague operational briefs into testable hypotheses.

• Comfort with incomplete specifications and the ability to clarify success metrics.

• Insight into the trade-offs between technical sophistication and operational limitations.

• Experience in validating assumptions through experimental methodologies.

• Ability to translate 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 plus.

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

🏝️ Benefits

• Competitive salary.

• Initial stock options grant.

• Annual performance bonus.

• Unlimited PTO.

• Paid parental leave.

• Current work model is fully remote, with a planned transition to a hybrid setup.

• Health, dental, and vision insurance plans.

• Opportunities for continuous learning.

• Empowering growth opportunities in a dynamic entrepreneurial environment.