Senior AI Engineer, Ops Labs

• Design, build, and scale autonomous AI agents for product and internal operations
• Develop end-to-end AI strategies and use cases to automate and scale CX Operations
• Partner with the Head of Ops Labs and Ops leadership to identify operational opportunities and transform friction into AI-assisted workflows
• Design predictive triggers, LLM-powered categorization, decision automation, and alert systems
• Architect, ship, and maintain stateful production AI agents that call tools, move cases between queues, and retain state across case lifecycles
• Establish LLMOps monitoring, tracing, and observability for agentic workflows
• Integrate AI agents into CX platforms, compliance and hold queues, and transaction tooling using least-privilege access
• Own containerization, CI/CD deployment, and post-launch stability
• Design automated evaluation pipelines using LLM-as-a-judge, semantic similarity testing, adversarial benchmarking, and trajectory evaluations
• Optimize RAG pipelines and agent loops through caching, prompt compression, and model routing
• Mentor junior engineers and drive practices in asynchronous programming, error handling, and structured data validation
• Define autonomy boundaries, confidence thresholds, escalation paths, approval gates, and audit trails

• 5+ years of hands-on experience in software engineering, with at least 2 years dedicated to building and deploying production-grade AI/ML applications focused on LLMs or generative AI
• Mandatory expertise in Python
• Deep familiarity with at least one core LLM API or framework, such as OpenAI SDK, Google AI SDK, CrewAI, or LangChain
• Proven experience shipping production AI agents that take actions, including tool calling, multi-step orchestration, state management, human-in-the-loop escalation, guardrails, and failure handling
• Strong understanding of software development best practices, Git/GitHub, and CI/CD pipelines
• Ability to translate ambiguous operational briefs into testable hypotheses and validate assumptions through experiments
• Ability to translate high-level business needs into concrete, maintainable, well-tested code
• Experience building AI for CX, support, compliance, or other operations teams
• Equivalent competencies in the listed areas will also be considered
• RAG and vector databases are a plus
• Experience with personal projects or demonstrable GitHub contributions is a strong plus
• Familiarity with AHT, FCR, CSAT, and SLA is a strong plus

• Competitive salary
• Initial stock options grant
• Annual performance bonus
• Unlimited PTO
• Paid parental leave
• Work model: currently fully remote, with a future transition to a hybrid setup
• Health, dental, and vision plans
• Continuous learning opportunities
• Empowering opportunities for growth in a dynamic entrepreneurial environment