Senior Software Engineer - Contact Automation - AI

Requirements

• Deep experience in designing, building, and maintaining microservices. Strong proficiency in Java, especially in an event-driven architecture (e.g., Kafka).
• AI Engineering Experience: Applying AI/ML concepts, particularly LLMs, in production environments.
• Pragmatic & Impact-Oriented mindset.
• Excellent communication and interpersonal skills.
• Solid experience with relational and non-relational databases.
• Proven ability in designing, deploying, and maintaining clean RESTful APIs.
• Experience building production-grade RAG systems.
• Experience in designing evaluation frameworks for LLM-based solutions.
• Hands-on experience with AWS Bedrock for deploying and managing LLMs.
• Familiarity with Agentic workflows, AI Agent solutions, 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 to resolve customer queries effectively.
• Integrate with third-party AI Agent vendors.
• Optimize automation platform performance and scalability.
• Collaborate with content designers for conversational flows.
• Mentor other engineers and foster a culture of excellence.

Nice to Haves

• Practical experience in automating customer support and servicing operations.