Senior Software Engineer - Contact Automation - AI

Requirements

• AI Engineering Experience: Experience in applying AI/ML concepts, particularly LLMs, to solve real-world problems in production environments
• Pragmatic & Impact-Oriented mindset
• Excellent communication and interpersonal skills
• Deep experience in designing, building, and maintaining microservices (Java proficiency)
• Solid experience with relational and non-relational databases
• Proven ability in designing, deploying, and maintaining RESTful APIs
• Experience with RAG systems and LLM evaluation frameworks
• Hands-on experience with AWS Bedrock
• Familiarity with Agentic workflows and multi-agent systems
• Prior experience in automating customer support operations

What You'll Be Doing

• Lead the design, development, and deployment of scalable components for the Wise Assistant
• Own intent detection systems, contact processing pipelines, and routing logic
• Innovate with AI solutions
• Integrate and manage technical integration with third-party AI Agent vendors
• Scale and optimize the automation platform
• Collaborate with content designers for conversational flows
• Mentor other engineers and foster a culture of engineering excellence

Nice to Haves

• Experience with AI Agent solutions
• Experience in automated customer support operations