Senior Software Engineer, Contact Automation, AI

What you'll do

• Lead the design, development, and deployment of scalable Java microservices using Kafka for the Wise Assistant.
• Own intent detection systems, contact processing pipelines, and routing logic for automated customer solutions.
• Design and implement production-grade LLM solutions using AWS Bedrock to resolve customer queries.
• Build and fine-tune Retrieval Augmented Generation (RAG) systems and evaluation frameworks for AI models.
• Manage technical integrations with third-party AI Agent vendors and multi-agent systems.
• Develop and refine automated conversational flows in collaboration with content designers.
• Provide technical guidance and mentorship to other engineers to foster engineering excellence.
• Optimize the performance, reliability, and scalability of the automation platform for high volumes.

What we're looking for

• Strong proficiency in Java is essential, particularly within an event-driven architecture using Kafka.
• Experience designing, building, and maintaining scalable microservices.
• Experience applying AI/ML concepts and LLMs to solve real-world problems in production environments.
• Experience building and fine-tuning production-grade RAG systems and implementing evaluation frameworks for LLM solutions.
• Hands-on experience with AWS Bedrock and its enterprise features for managing LLMs.
• Familiarity with Agentic workflows, AI Agent solutions, and multi-agent systems.
• Solid experience with both relational and non-relational databases, including query optimization and schema design.
• Proven ability in designing, deploying, and maintaining clean, well-documented RESTful APIs.