The AI/ML Engineer is responsible for designing, developing, and deploying scalable artificial intelligence and machine‑learning solutions that enhance customer interactions, automate decision-making, and improve operational efficiency. This role involves building intelligent workflows, predictive models, data‑driven insights, and automation frameworks in collaboration with cross‑functional engineering, product, and support teams.
Responsibilities
AI‑Driven Interactions & Automation
- Design and implement AI‑powered conversational flows and automated decisioning logic.
- Build secure data integrations to enable real‑time processing and intelligent responses.
- Optimize large language model (LLM) workflows for accuracy, performance, and usability.
Data Analytics & Predictive Modeling
- Apply machine learning techniques to structured and unstructured data from various systems.
- Develop predictive models to identify trends, detect anomalies, and support proactive decision‑making.
- Implement monitoring and alerting mechanisms to ensure timely detection and escalation of issues.
Real‑Time Intelligence for Internal Teams
- Integrate AI‑driven insights into internal tools to support agents and operations teams.
- Deliver real‑time recommendations, next‑best‑actions, and contextual guidance based on combined system and interaction data.
- Enhance employee productivity through intelligent assistance and dynamic knowledge retrieval.
Automated Workflows & Operational Safety
- Build diagnostic and remediation automation with appropriate safety, governance, and auditability controls.
- Ensure all automated actions adhere to defined compliance, authorization, and security rules.
- Develop dashboards and reporting tools for system health, workflow performance, and model metrics.
Qualifications
JOB REQUIREMENTS:
Minimum Qualifications
- 3+ years of experience in AI/ML engineering, data science, or intelligent automation.
- 3+ years of hands‑on experience with modern cloud platforms including compute, data, and AI services.
- 3+ years of proficiency in Python and ML frameworks such as TensorFlow, PyTorch, or scikit‑learn.
- Experience building real‑time, streaming, or event‑driven data pipelines.
- Proven track record of designing, deploying, and maintaining production‑grade ML systems.
- Knowledge of APIs, microservices, and secure integration patterns.
Preferred Qualifications
- 3+ years of Experience with IoT, device telemetry, or distributed sensor data systems.
- 3+ years of Background in LLM tuning, retrieval‑augmented generation (RAG), and conversational AI.
- Familiarity with contact center platforms or enterprise workflow automation systems.
- Understanding of authentication, authorization, and access‑control frameworks.
PHYSICAL DEMANDS:
- Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the position.