We're looking for a senior engineer to own and extend the platform that powers customer support operations, an AI-driven Python/FastAPI service connecting Gladly, Sierra AI, Zoho CRM, and Shopify.
What you'll build:
- AI conversation classification pipelines using OpenAI GPT-4o, AWS Bedrock, and sentence embeddings (BGE/SentenceTransformers)
- Event-driven serverless backend on AWS Lambda + SQS
- Integrations with Gladly, Sierra AI, Shopify (GraphQL + REST), Zoho CRM, and SimpleSat
- Analytics reporting via New Relic NRQL with a React/TypeScript dashboards
- Develop and Maintain Gladly Configurations and customizations and build tools to help agents
- develop, configure & test AI agent to interact with customer queries.
Required skills:
- Python FastAPI, async/await, Pydantic, pytest
- AWS Lambda, SQS, DynamoDB, Secrets Manager
- LLM integration OpenAI SDK, AWS Bedrock, prompt engineering
- Sentence embeddings & semantic similarity (SentenceTransformers, cosine scoring)
- SaaS REST API integrations (Gladly, Shopify, or similar)
- React + TypeScript
Nice to have:
- New Relic NRQL
- K6 load testing / TypeScript automation scripts
- SAML2 / auth middleware