Remote job
Staff Software Engineer - AI/Agent Engineer, Care Automation
Job details
About this role
Role overview Build production AI and agent workflows that help customer care teams resolve issues more quickly and consistently. You’ll connect language models with contact center and service systems, work with engineering and operations partners, and improve automation using real-world performance data and team feedback.
Responsibilities - Design, build, and operate AI automations and agent workflows for customer care. - Integrate language model systems with service platforms, contact center tools, and workflow automation products. - Prototype agents that can take actions across systems, with appropriate human review checkpoints. - Translate care processes into automated solutions with software engineers, platform developers, and operations partners. - Write automated tests, review code, monitor performance, respond to incidents, and refine systems based on results. - Use AI-assisted development tools to support delivery speed and code quality.
Requirements - At least five years of software engineering experience, including hands-on work delivering AI or machine learning systems in production. - Practical experience with large language models, agent frameworks, and prompt design. - Strong backend development skills in Python, Java, or Go. - Experience with event-driven architectures and integrations across enterprise systems. - Ability to assess accuracy, response time, and cost trade-offs in production AI applications. - Degree in computer science or a related field, or equivalent practical experience.
Nice to have - Experience with service or contact center platforms, such as Salesforce Service Cloud or Amazon Connect. - Familiarity with an iPaaS workflow platform, retrieval-augmented generation, or vector databases. - Experience with cloud AI services such as Bedrock, SageMaker, or Lambda.
Benefits and work setup The role follows a hybrid work model, with office expectations varying by location. The described total rewards package includes compensation, equity, and benefits.