Principal Applied AI Engineer

Principal 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 Principal Applied AI Engineer to join our digital innovation team and help revolutionize how we serve our B2B (Business-to-Business) and 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 architecting, 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 peer engineers on system design, execution from concept to implementation and quality of production solutions.

You will provide guidance and mentorship to junior engineers. You will lead 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.

AI Agent Development & Implementation

• Establish foundational practices, standards, and processes for AI agent development, helping shape the framework and culture for future AI projects / team roles.
• Design and create actionable use cases / AI agents that drive customer engagement, from common FAQs to complex transactional workflows such as order management, repair scheduling, warranty verification, and troubleshooting appliance issues.
• Develop conversation flows and decision trees that reflect real-world customer needs and product intricacies, ensuring a seamless, human-like experience.
• Collaborate with product experts, engineers, and customer service teams to understand business requirements and translate them into practical, AI-driven use cases / agents for the contact center.

Agent Tuning & Optimization

• Work directly with AI models to build, continuously train, fine-tune, and improve natural language processing (NLP) and intent recognition to better understand and respond to customer inquiries.
• Analyze agent performance analytics, identify areas for improvement, and optimize responses for accuracy, relevance, and efficiency.
• Utilize feedback loops, user testing, and real-world interactions to iteratively enhance agent capabilities and ensure high first-contact resolution (FCR) and customer satisfaction.

Transactional Flows & System Integration

• Lead the design of semantic knowledge models and orchestrated AI systems, enabling structured knowledge grounding, multi-step reasoning, and reliable integration of LLMs, tools, and enterprise data sources
• Collaborate with cross-functional teams to integrate back-end systems (CRM, ERP, ticketing) to ensure the AI tool can execute real-world transactions and link them to the customer's journey.
• Ensure that AI tools adhere to data security, compliance standards, and organizational guidelines while executing transactions on behalf of customers.

Cross-Functional Collaboration

• Work with the operations teams to identify key pain points in the customer journey that can be alleviated or streamlined through AI.
• Partner with DT (Digital Technology) function and data teams to ensure the smooth integration of AI-driven tools into the existing contact center platform, ensuring real-time synchronization and data accuracy.
• Support AI-related initiatives by acting as a subject matter expert on customer-facing AI tools, offering recommendations for both new use cases and scalability improvements.
• Provide technical guidance and mentorship to junior engineers and contribute to team knowledge sharing

Performance Monitoring & Continuous Improvement

• Monitor and troubleshoot production issues, ensuring reliability and performance of AI-driven systems
• Deliver observability tracking of AI agent performance (e.g., containment, accuracy,…