Job details
About this role
Role overview A Staff-level engineer is needed to build the AI layer powering customer care operations across a hospitality technology platform. The role focuses on designing production-grade, LLM-driven automations and agentic workflows that integrate with enterprise support tools to help care agents resolve customer issues faster and more consistently.
Responsibilities - Design, build, and operate AI-powered automations and agentic workflows that help customer care agents resolve issues more quickly and consistently - Build and maintain integrations between LLM-based systems and the broader care platform, including contact center and workflow automation tools - Prototype and iterate on agentic solutions that can take autonomous actions across systems, with appropriate human-in-the-loop checkpoints - Write automated tests and participate in code reviews to maintain quality and reliability - Monitor AI system performance, respond to incidents, and iterate based on operational data and agent feedback - Partner with engineers, platform developers, and operations stakeholders to translate care workflows into intelligent, automated solutions
Requirements - 5+ years of software engineering experience with meaningful hands-on experience building AI/ML systems in production - Practical experience with large language models, agentic frameworks (such as LangChain, LangGraph, or similar), and prompt engineering - Strong backend engineering skills in Python, Java, or Go - Experience with event-driven architectures and building integrations across enterprise systems - Ability to evaluate trade-offs between automation accuracy, latency, and cost in production AI systems - Bachelor's degree in Computer Science or related field, or equivalent practical experience
Nice to have - Experience with contact center platforms such as Salesforce Service Cloud or Amazon Connect - Experience with Workato or another iPaaS platform - Hands-on experience with RAG architectures and vector databases - Familiarity with AWS AI/ML services such as Bedrock, SageMaker, and Lambda
Benefits and work setup - Remote-friendly with hybrid collaboration expectations that vary by region