Senior Applied AI Engineer
GE Appliances24 days ago
Louisville, KY, USASenior
Responsibilities
- Design, build, maintain, and optimize conversational AI agents for FAQs, transactional workflows, and customer engagement.
- Create conversation flows, decision trees, dialog management logic, AI copilots, reusable components, and implementation patterns.
- Configure, train, and tune AI/NLP models to improve intent recognition, entity extraction, and response quality.
- Analyze agent performance and interaction data, support user acceptance testing, and implement iterative improvements.
- Develop APIs and integrations with CRM, ERP, telephony, and backend systems for real-time actions and customer data retrieval.
- Ensure AI solutions meet security, privacy, compliance, performance, reliability, and business requirements.
- Monitor and troubleshoot production systems and contribute to observability of containment, accuracy, and customer satisfaction.
- Improve code quality, test coverage, and deployment practices through CI/CD and DevOps standards.
- Collaborate with architects, engineers, product owners, program leadership, operations, and customer experience teams.
- Provide technical guidance and mentorship to junior engineers and contribute to technical decision-making and knowledge sharing.
Requirements
- Bachelor’s or Master’s degree in Computer Science, Engineering, or a related field.
- At least 5 years of relevant software engineering experience, including at least 1 year working with conversational AI or NLP use cases in customer-facing solutions.
- Proficiency with at least one cloud platform, particularly for event-driven and real-time architectures.
- Hands-on experience with Python or JavaScript for integrations, agent functionality, and transactional workflows.
- Experience designing conversational flows, decision trees, and systems supporting customer inquiries and transactions.
- Experience integrating contact center platforms with CRM systems, including screen pops, case workflows, and customer data synchronization.
- Hands-on experience developing and optimizing AI chatbots or virtual assistants, including model training, conversation design, and performance improvement.
- Experience with CI/CD pipelines, automated testing, deployment, and DevOps practices.
- Strong problem-solving, organizational, communication, and prioritization skills, including the ability to explain technical concepts to non-technical stakeholders.
- Experience using work management tools such as Jira, Smartsheet, or similar.
- Preferred: experience in B2C contact centers, consumer goods, or appliance manufacturing.
- Preferred: hands-on Salesforce integration experience, including Service Cloud, CTI adapters, APIs, or event streams.
- Preferred: familiarity with Amazon Connect, Genesys, NICE, Five9, or similar telephony platforms.
- Preferred: knowledge of NLP model fine-tuning, customer journey mapping, process automation, or AI and CRM integration.
Benefits
- Headquartered in Louisville, Kentucky, with availability to work remotely.
- Flexible work arrangements created with the leader to balance individual, team, and organizational needs.
- Inclusive culture focused on belonging, engagement, diversity, and connection.
- Equal Opportunity Employer with workplace accommodation support.
- GE Appliances participates in E-Verify for U.S. employment authorization verification.