AI Solutions Engineer

Role

The AI Solutions Engineer on the Customer Operations Experience (COE) team researches, designs, develops, and implements AI-powered solutions (chatbots, virtual assistants, summarization systems, workflow automation) that improve operational efficiency and the customer journey. This is a fully remote role within the US and requires translating AI capabilities into scalable, measurable tools and workflows.

Key Responsibilities

• Design, build, deploy, and maintain AI applications and automation to enhance operational efficiency and customer experience.
• Integrate AI solutions into day-to-day operations in collaboration with Process Optimization, CX Tech, and Digital Journey teams.
• Continuously research and evaluate emerging AI tools, frameworks, and LLM technologies (e.g., OpenAI, Anthropic, Gemini, vector databases) for innovation and adoption.
• Lead cross-functional projects end-to-end: define scope, timelines, success metrics, and manage execution with technical and non-technical stakeholders.
• Curate and structure data pipelines to support AI models, ensuring data quality, ethical handling, and compliance.
• Implement testing, evaluation, and optimization to monitor AI performance and drive continuous improvement.
• Produce and maintain documentation, user guides, and training materials to support adoption and transparency.

Requirements

• Bachelor’s or Master’s degree in Computer Science, Data Science, AI, or related field, or equivalent practical experience.
• Hands-on experience developing and deploying AI or machine learning models in production environments.
• Proficiency with AI/ML frameworks, programming (Python), APIs, cloud services (AWS), and data modeling.
• Familiarity with modern AI technologies and frameworks (examples cited: OpenAI APIs, Anthropic, Vibe Coding, Hugging Face) and LLM technologies.
• Experience building and working with relational databases (PostgreSQL, MicrosoftSQL, MySQL, OracleDB).
• Experience with data analysis and visualization tools (Tableau, Power BI, Looker).
• Strong communication skills and ability to explain AI concepts to non-technical stakeholders; experience collaborating in agile, cross-functional teams.
• Operational mindset with experience translating technical solutions into measurable business outcomes.
• Knowledge of AI ethics, bias mitigation, privacy, and responsible AI practices.
• Familiarity with UI/UX design is a plus. Experience in SaaS or customer operations contexts is a bonus.

Benefits

• Comprehensive medical, dental, and vision benefits for full-time employees
• Generous paid time off
• Remote working opportunities (fully remote within the US)
• 401(k) matching
• 12-week paid parental leave
• Autonomy for career growth and supportive leadership
• Inclusive and diverse work environment