Senior Applied AI Engineer

At GE Appliances, a Haier company, we come together to make "good things, for life." As the fastest-growing appliance company in the U.S., we're powered by creators, thinkers and makers who believe that anything is possible and that there's always a better way. We believe in the power of our people and in giving them the freedom to explore, discover and build good things, together.

The GE Appliances philosophy, backed by three simple commitments defines the way we work, invent, create, do business, and serve our communities: we come together, we always look for a better way, and we create possibilities.

Interested in joining us on our journey?

We are looking for a highly motivated Senior Applied AI Engineer to join our digital innovation team and help revolutionize how we serve our primarily B2C (Business-to-Consumer) customers. As a major appliance manufacturer, we're committed to delivering seamless experiences for consumers across our contact center channels, including voice, chat, and messaging. This role is ideal for someone who is passionate about AI, automation, and customer service, with a hands-on approach to creating and optimizing use cases / agents for AI-driven interactions.

You'll be responsible for designing, building and supporting scalable software solutions that power contact center operations and customer engagement. Working as an individual contributor within a cross-functional team of engineers, architects, and program leadership to deliver reliable, high-quality solutions and transactional capabilities, such as order management, scheduling repairs, processing warranty claims, and assisting with product troubleshooting. You will collaborate closely with senior architects on system design, partner with peer engineers on implementation and code quality, and provide guidance and mentorship to junior developers.

You will contribute to technical decision-making, drive best practices in development and operations, and ensure solutions meet performance, security, and business requirements.

This position is headquartered in Louisville, KY with availability to work remotely.

Position

Senior Applied AI Engineer

Location

USA, Louisville, KY

How You'll Create Possibilities

AI Agent Development & Implementation

* Design, build, and maintain AI-driven conversational agents supporting customer engagement use cases, from FAQs to transactional workflows (e.g., order management, repair scheduling, troubleshooting)

* Develop and implement conversation flows, decision trees, and dialog management logic aligned to defined architectures and best practices

* Craft and optimize AI copilots and other employee-facing agents to drive efficiency and strengthen process adherence.

* Partner with architects, product owners, and domain experts to translate business requirements into scalable, maintainable AI solutions

* Contribute to the evolution of development standards, reusable components, and implementation patterns for AI agents

Agent Tuning & Optimization

* Configure, train, and tune AI/NLP models to improve intent recognition, entity extraction, and response quality

* Analyze agent performance metrics and interaction data to identify gaps and implement targeted improvements

* Support testing efforts, including user acceptance testing and iterative refinement based on real-world feedback

Transactional Flows & System Integration

* Implement and support transactional conversational flows that integrate with backend systems (e.g., CRM, ERP, telephony)

* Develop and maintain APIs and service integrations that enable AI agents to perform real-time actions and retrieve customer data

* Ensure solutions meet security, privacy, and compliance requirements when handling customer data and executing transactions

Cross-Functional Collaboration

* Collaborate with development peers, architects, and program management to deliver high-quality solutions within established timelines

* Work with operations and customer experience teams to understand pain points and support the delivery of AI-driven improvements

* Provide technical guidance and mentorship to junior engineers and contribute to team knowledge sharing

Operational Support & Continuous Improvement

* Monitor and troubleshoot production issues, ensuring reliability and performance of AI-driven systems

* Contribute to observability tracking of AI agent performance (e.g., containment, accuracy, customer satisfaction)

* Continuously improve code quality, test coverage, and deployment practices through CI/CD and Dev Ops standards

* Stay current with emerging AI, NLP, and contact center technologies and apply relevant advancements to ongoing work

What You'll Bring to Our Team

* Bachelor's or Master's degree in Computer Science, Engineering or a related field.

* 5 years of relevant software engineering experience, including at least 1 year working with AI use cases such as conversational AI or natural language processing in customer-facing solutions

* Proficiency with at least one cloud platform (e.g., AWS,…