Senior Applied AI Engineer
GE Appliances3 months ago
Louisville, KY, USASenior
Responsibilities
- Design, build, maintain, and optimize conversational AI agents, copilots, and employee-facing agents.
- Develop conversation flows, decision trees, dialog management logic, and reusable implementation patterns.
- Configure, train, and tune AI/NLP models for intent recognition, entity extraction, and response quality.
- Implement transactional conversational workflows for order management, repair scheduling, warranty claims, and product troubleshooting.
- Develop and maintain APIs and integrations with CRM, ERP, telephony, and backend systems.
- Analyze agent performance metrics and interaction data and implement targeted improvements.
- Support user acceptance testing, iterative refinement, code quality, test coverage, and deployment practices.
- Monitor and troubleshoot production issues and contribute to observability for containment, accuracy, and customer satisfaction.
- Collaborate with architects, product owners, domain experts, operations, and customer experience teams.
- Provide technical guidance and mentorship to junior engineers and contribute to knowledge sharing.
- Ensure solutions meet security, privacy, compliance, performance, and business requirements.
Requirements
- Bachelor’s or master’s degree in Computer Science, Engineering, or a related field.
- Five years of relevant software engineering experience, including at least one year working with AI use cases such as conversational AI or natural language processing in customer-facing solutions.
- Proficiency with at least one cloud platform, particularly for event-driven and real-time architectures.
- Hands-on scripting 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, DevOps practices, automated testing, and deployment.
- Strong problem-solving, organizational, communication, and stakeholder-translation skills.
- Experience using work management tools such as Jira, Smartsheet, or similar.
- Preferred: B2C contact center experience, especially in consumer goods or appliance manufacturing.
- Preferred: Salesforce integration experience, including Service Cloud, CTI adapters, APIs, and 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, and AI/CRM integration.
Benefits
- Flexible work arrangement developed with the leader to balance individual, team, and business needs.
- Role is headquartered in Louisville, Kentucky, with availability to work remotely.
- Inclusive culture focused on belonging, engagement, diversity, and community impact.
- Equal Opportunity Employer.