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: Dedication to quality and solving customer problems efficiently.
• Excellent communication and interpersonal skills.
• Deep experience in designing, building, and maintaining microservices.
• Solid experience with relational and non-relational databases.
• Proven ability in designing, deploying, and maintaining RESTful APIs.
• Experience building and fine-tuning production-grade RAG systems.

What You'll Be Doing

• Lead the design, development, and deployment of scalable components for the Wise Assistant.
• Ownership of intent detection systems, contact processing pipelines, and customer routing logic.
• Innovate with AI to resolve customer queries effectively.
• Integrate technical solutions with third-party AI Agent vendors.
• Continuously improve the performance, reliability, and scalability of the automation platform.
• Work closely with content designers to implement and refine conversational flows.
• Provide technical guidance and mentorship to other engineers.

Nice to Haves

• Experience with evaluation frameworks for LLM-based solutions.
• Hands-on experience with AWS Bedrock for managing LLMs.
• Familiarity with Agentic workflows and AI Agent solutions.