Senior Applied AI Engineer

Position

Senior Applied AI Engineer

USA, Louisville, KY

• 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.

• 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.

• 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.

• 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.

• 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.

• 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, Azure, GCP), particularly for event‑driven and real‑time architectures.
• Hands‑on experience with scripting languages (e.g., Python, JavaScript) to build integrations, enhance agent functionality, and support transactional workflows.
• Proficiency in designing conversational flows, decision trees, and systems that support customer inquiries and transactions.
• Experience integrating contact center platforms with CRM systems (e.g., Salesforce, Dynamics, Service Now), including screen pops, case workflows, and customer data synchronization.
• Hands‑on experience developing and optimizing AI chatbots or virtual assistants, including model training, conversation design, and performance improvement.
• Strong problem‑solving skills with the ability to design solutions that balance customer experience and business objectives.
• Experience with CI/CD pipelines and Dev Ops practices, including automated testing and deployment.
• Strong organizational skills with the ability to manage multiple priorities and deliverables.
• Effective communication skills, with the ability to translate technical concepts for non‑technical stakeholders.
• Experience using work management tools such as Jira, Smartsheet, or similar to manage backlogs, track tasks/issues, coordinate dependencies, and communicate project status.