AI Solutions Engineering Principal

We are seeking a seasoned AI Solutions Engineering Leader with deep expertise in AI solution engineering, design, and hands-on leadership to join our growing team. Your team will be focused initially on high-visibility contact center intelligence initiatives. In this role, you will design, build, and scale AI-powered systems that transform customer experiences — from conversational AI and virtual agents to real-time analytics and agent-assist tools.

You will serve as a technical leader, driving architecture decisions and partnering with cross-functional stakeholders to deliver production-grade AI solutions.

We believe great things happen when teams connect. Our schedule is built around 4 days of high-impact, in-office collaboration (Monday–Thursday) , paired with Friday Flexibility to wrap up your week remotely.

This position does not offer immigration sponsorship (current or future) including F-1 STEM OPT extension support.

This is a direct-hire role and is not open to C2C or vendors.

What you’ll do:

• Lead the end-to-end design of AI systems including LLM-powered applications, NLP pipelines, and ML inference infrastructure at enterprise scale.
• Manage teams that span multiple products with cross functional team skills that include software engineering, quality engineering, reliability engineering and project management.
• Mentor, coach and develop first level people leaders and strong individual contributors
• Evaluate and recommend AI frameworks, cloud services, and third-party platforms aligned with business goals.
• Demonstrate excellent communication skills with the ability to simplify complex problems
• Integrate contact center AI with CRM, ticketing, and workforce management systems via APIs and event-driven architectures.
• Build scalable data pipelines and feature stores to support model training, evaluation, and continuous improvement.
• Play a pivotal role in the execution of cloud native, distributed micro service based architectures. Build strong relationships with both internal and external stakeholders including product, business and sales partners.
• Influence architects, SRE leads and other technical leadership on strategic technical direction, guidelines, and best practices. Guide the decision making with the Product teams, embrace the Product mindset, and be responsible for timely delivery of Product-driven solutions & service
• Display deep troubleshooting skills with the ability to lead and solve complex production and customer issues under pressure
• Build and optimize NLU models, intent classification systems, and dialogue management flows for voice and digital channels.
• Data/Metrics driven mindset with a maniacal focus towards optimizing and creating efficient solutions across multiple products
• Ensure compliance with EFX secure software development guidelines and best practices and responsible for meeting and maintaining QE, Dev Sec, and Fin Ops KPIs. Define, maintain and report SLA, SLO, SLIs meeting EFX engineering standards in partnership with the product, engineering and architecture teams
• Drive technical documentation including support, end user documentation and run books. Lead Sprint planning, Sprint Retrospectives, and other team activity
• Responsible for successful implementation architecture decision making associated with Product features/stories, refactoring work, EOSL decisions, and continuous improvements whilst ensuring EHB guidelines
• Actively lead technical presentations to internal and external technical and non-technical stakeholders communicating with clarity and precision, and present complex information in a concise format that is audience appropriate

What experience you need:

• Bachelor's degree or 12+ years of software engineering experience.
• Designed enterprise AI solutions and systems
• Designed and developed cloud-native solutions. Designed and developed big data processing solutions using Dataflow/Apache Beam, Bigtable, Big Query, Pub Sub, GCS, Composer/Airflow, and others
• Created and delivered technical presentations to internal and external technical and non-technical stakeholders communicating with clarity and precision, and present complex information in a concise format that is…