Sr AI Engineer

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Are you ready to redefine the future of customer service with the power of AI?

As a Sr AI Engineer on the IntentCX team, you will drive the optimization and orchestration of AI models that power T-Mobile's customer service automation. Your role will focus on enhancing model outputs by leveraging the latest in prompt engineering and optimization, fine‑tuning, and agentic AI systems. You'll design advanced tools and workflows that empower AI to think, reason, and respond in ways that feel genuinely human, tackling the most complex challenges in customer service.

Partnering with diverse teams across the company, you'll see your innovations move swiftly from concept to reality, directly impacting customer satisfaction and setting new standards for reliability and efficiency. This role is ideal for an LLM expert and AI systems builder who thrives on leveraging prompt engineering, retrieval‑augmented generation (RAG), and function calling to improve AI‑driven customer interactions at scale.

We pride ourselves on encouraging a culture of innovation, advocating for agile methodologies, and promoting clarity in all that we do. Join us in embodying the spirit of the 'Un‑carrier' and make a tangible impact! If you are passionate about driving excellence and want to make a significant impact, apply today!

• Builds agentic AI systems that accomplish complex tasks by invoking AI models as well as internal and third‑party tools using APIs, ensuring seamless data flow in production environments.
• Optimizes performance of agentic AI systems through innovative techniques such as prompt engineering, fine‑tuning and reinforcement learning using T‑Mobile's customer interaction data.
• Develops AI tools, workflows, and middleware to enhance model capabilities, such as structured reasoning, multi‑step task execution, and improved contextual memory.
• Implements retrieval‑augmented generation (RAG) techniques to ensure AI responses are contextually accurate and grounded in real‑time data.
• Collaborates in a highly matrixed environment with backend engineers, business experts and conversation designers to ensure AI‑driven enhancements are effectively integrated into production environments.
• Tracks success metrics that align with business requirements and continuously evaluate and improve model quality based on those metrics.
• Develops internal tooling and automation to streamline AI deployment, evaluation, and self‑improvement mechanisms.
• Monitors real‑world AI performance and proactively iterates on model behavior based on live interaction data.
• Stays up‑to‑date with latest LLM advancements in prompt design, prompt optimization, few‑shot learning, Tool integration protocols like MCP and AI orchestration frameworks like Agent SDK.

• 4+ years developing and deploying machine learning models, particularly in the context of AI‑driven customer service automation.
• 4+ years experience with advanced AI techniques such as prompt engineering, fine‑tuning, and creating AI tools and workflows.
• 4+ years collaborating with cross‑functional teams to integrate AI systems into production environments.
• Proficiency in Python and AI development frameworks for building scalable AI applications.
• Experience with operational excellence practices and observability tools (e.g., Weights & Biases, Splunk, Datadog) for monitoring, logging, and troubleshooting AI systems in production.
• Experience with project management tools and agile methodologies (e.g., Jira, Azure Dev Ops) to plan, track, and deliver AI initiatives efficiently in cross‑functional environments.
• Experience in LLM fine‑tuning and prompt engineering (e.g., OpenAI APIs, Hugging Face, Anthropic Claude, Google…