Conversational AI Engineer

About the team

Our Content Strategy team is a collaborative group of strategists, technologists, content managers, and editors dedicated to creating engaging content that drives business results. We partner closely with marketing, product, enablement, and frontline teams to ensure our messaging resonates across all touchpoints. As part of Zillow Group’s Customer Experience Operations, we empower our customer-facing partners and self-service help sites with the tools and resources needed to deliver exceptional service and help people unlock life’s next chapter.

As a Conversational AI Engineer, you will play a key role in transforming our self-service experience into an interactive, agent-driven chat interface. Your work will directly impact how customers and internal teams access information, resolve issues, and experience Zillow’s products. You will leverage machine learning and language models to deliver relevant, accurate help content, modernize workflows, and ensure a seamless, trustworthy customer journey.

You Will Get To

• Design, build, and deploy intelligent chat agents and automated workflows to resolve common customer and frontline issues.
• Integrate core systems (such as Salesforce) with AI tools to create a unified, compliant user experience.
• Develop and optimize prompts to ensure the AI delivers accurate, relevant answers and help content.
• Evaluate, onboard, and manage AI/ML tools and emerging technologies to enhance system performance.
• Implement safeguards and monitoring to maintain accuracy, prevent misinformation, and build user trust.
• Collaborate with Product, Engineering, QA, Content, and Analytics teams to embed conversational AI into business strategy and track performance.
• Apply machine learning and large language models to improve natural language understanding and generation in our chat agents.

This role has been categorized as a Remote position. “Remote” employees do not have a permanent corporate office workplace and, instead, work from a physical location of their choice, which must be identified to the Company. U.S. employees may live in any of the 50 United States, with limited exceptions. In California, Connecticut, Maryland, Massachusetts, New Jersey, New York, Washington state, and Washington DC the standard base pay range for this role is $ - $ annually.

This base pay range is specific to these locations and may not be applicable to other locations. In Colorado, Hawaii, Illinois, Minnesota, Nevada, Ohio, Rhode Island, and Vermont the standard base pay range for this role is $ - $ annually. The base pay range is specific to these locations and may not be applicable to other locations. In addition to a competitive base salary this position is also eligible for equity awards based on factors such as experience, performance and location.

Actual amounts will vary depending on experience, performance and location. Employees in this role will not be paid below the salary threshold for exempt employees in the state where they reside.

• Solutions-oriented engineer with a passion for human-centered design and building reliable, scalable conversational AI systems.
• Minimum 5+ years of experience in Software or Applications Engineering, including at least 2 years focused on Conversational AI, Chatbots, or Agentic Systems.
• Proven experience developing with CRM platforms (especially Salesforce) and integrating them with AI/ML technologies.
• Skilled in leveraging machine learning and large language models for natural language processing.
• Strong background in integrating systems and managing APIs for seamless data flow.
• Experience with QA tooling and monitoring for AI performance and accuracy.
• Understanding of content performance metrics and technical implementation for measurement and A/B testing.
• Bachelor’s degree in Computer Science, Engineering, or a related technical field.

Here at Zillow, we value the experience and perspective of candidates with non-traditional backgrounds. We encourage you to apply if you have transferable skills or related experiences.

At Zillow, we’re reimagining how people move—through the real estate market and through their careers.…