Senior AI Engineer, Ops Labs

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

📋 Description

• Create, develop, and expand autonomous AI agents for product and internal operations.

• Formulate comprehensive AI strategies and applications to automate and enhance customer experience (CX) operations.

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

• Design workflows powered by AI with predictive triggers, large language model (LLM) categorization, decision automation, and alert mechanisms.

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

• Set up LLMOps monitoring, tracing, and observability for agentic workflows.

• Incorporate AI agents into CX, compliance, hold-queue, and transaction systems with minimal privilege access.

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

• Develop automated evaluation pipelines comprising trajectory evaluations, safety assessments, groundedness testing, and metrics for business outcomes.

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

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

• Design controls involving human-in-the-loop mechanisms, confidence thresholds, escalation pathways, approval gates, and audit trails.

• Collaborate with AI leads, engineering teams, and product managers to transform AI strategy into a tangible roadmap.

⛳️ Requirements

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

• Proficient in Python is essential.

• Extensive knowledge of at least one primary 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 failure handling.

• Strong grasp of software development best practices, as well as proficiency in Git/GitHub and CI/CD pipelines.

• Ability to convert vague operational briefs into testable hypotheses and validate these assumptions through experimentation.

• Competence in translating overarching business requirements into concrete, maintainable, and thoroughly tested code.

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

• Equivalent expertise in the mentioned areas will also be evaluated.

🏝️ 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 for a future hybrid setup.

• Health, dental, and vision insurance plans.

• Opportunities for continuous learning.

• Empowering growth opportunities within a dynamic entrepreneurial environment.