AI Engineering Lead

TRANZACT is a leading direct-to-consumer insurance services business, specializing in the distribution of Medicare Advantage, Medicare Supplement and Life & Supplemental insurance policies. Our focus is on leveraging our highly skilled team of over 3,000 professionals to deliver innovative solutions for our insurance carrier partners and provide consumers with a best-in-class experience. We work with some of America’s largest insurance brands to attract, educate and connect with consumers.

Our diverse team of analysts, writers, engineers, designers, business leads, data scientists and sales professionals all work together to create thoughtful, data-driven and effective marketing, technology, sales and servicing strategies. These efforts have resulted in TRANZACT earning recognition and winning awards from some of the biggest names in the industry. When you become part of TRANZACT, you join a team of passionate people who push for excellence, follow through on commitments, and love to succeed together.

Our culture rests on a simple principle – “Be Real” – that means being genuine, keeping your word, and having the courage to make tough decisions. Our “Be Real” values resonate and are meaningful to us. We are entrepreneurial, fast paced and empower our people. We know how to make things happen and know that our people are always the source of our success.

We are hiring a hands-on AI Engineering leader to design and scale TRANZACT’s next-generation Conversational & Composable AI stack across three pillars:
Voice AI, Agentic AI, and AI-driven Analytics. You will own systems-level architecture and delivery—from low-latency speech and telephony to agentic orchestration and governed analytics—turning unique data assets into durable business outcomes. This role combines strategic ownership with sleeves-rolled-up execution.

• Define and evolve the end-to-end Conversational AI platform: realtime ASR → agentic reasoning → TTS with sub-second turn-taking and production-grade reliability.
• Establish scalable multi-agent patterns (task routing, tool use, memory, human-in-the-loop) and standard SDKs/templates to accelerate team adoption.
• Stand up enterprise-grade Conversational RAG: hybrid retrieval, grounding/citation, freshness, and streaming context for voice/chat.
• Implement Responsible AI controls, observability, and governance (catalogs, lineage, model registry, policy enforcement) across the stack.
• Uplift the broader Engineering org by sharing reusable components, golden paths, and best practices; reduce vendor dependency via self-service capabilities.
• Serve as Lead Engineer/Producer for at least one critical initiative per quarter, driving requirements → architecture → implementation → launch → post-launch learning.

• Architect low-latency streaming pipelines and telephony/queue integrations (SIP/IVR/contact center) to support overflow, warm transfer, and compliant prompts.
• Design reference architectures and SDKs for Voice AI, Agent Assist, QA & Monitoring, and Conversational Analytics; drive adoption via docs and enablement.
• Build fine-tuning pipelines (data curation, SFT, preference/reward optimization, safety tuning) and automated eval gates prior to promotion.
• Define eval suites (faithfulness, answer relevance, context recall, ASR WER, latency budgets) and instrument tracing/attribution/redaction across the retrieval/generation chain.
• Partner with Data/Platform for governed deployment: role-based access, audit trails, change capture, freshness SLAs, and model/asset lifecycle management.
• Lead vendor benchmarking and make build/buy/insource recommendations aligned to unit economics, reliability, and IP strategy.
• Mentor engineers/data scientists; review designs, prompts, datasets, and PRs; host tech talks and share reusable components across teams.

• Conversational AI platform reliably supports key production use cases with clear SLOs and runbooks.
• Reusable SDKs/templates and “golden paths” enable faster delivery across teams; internal adoption measurably increases.
• Enterprise Conversational RAG delivers grounded…