Principal Applied AI Engineer
GE Appliances18 days ago
Louisville, KY, USAStaff+
Responsibilities
- Establish foundational practices, standards, and processes for AI agent development.
- Design and implement AI agents, conversation flows, decision trees, and transactional workflows for contact center customer interactions.
- Build, train, fine-tune, and optimize NLP, intent recognition, chatbot, and virtual assistant capabilities.
- Design semantic knowledge models and orchestrated AI systems integrating LLMs, tools, enterprise data, and multi-step reasoning.
- Integrate AI tools with CRM, ERP, ticketing, contact center, and other back-end systems to execute customer transactions.
- Analyze agent performance and improve accuracy, relevance, efficiency, containment, first-contact resolution, and customer satisfaction.
- Monitor and troubleshoot production issues and maintain reliability, observability, test coverage, code quality, and deployment practices.
- Ensure AI tools meet data security, compliance, performance, and organizational requirements.
- Collaborate with product, engineering, operations, customer service, data, and digital technology teams to translate business needs into deployable AI solutions.
- Provide technical guidance and mentorship to junior engineers, lead technical decisions, and contribute to knowledge sharing.
Requirements
- Bachelor’s or master’s degree in computer science, engineering, mathematics, or a related field.
- At least 7 years of relevant software engineering experience, including at least 3 years working with AI/ML use cases such as conversational AI or NLP in customer-facing solutions.
- Expertise with at least one cloud platform and event-driven or real-time architectures.
- Strong scripting experience with Python or JavaScript for integrations, agent functionality, and transactional workflows.
- Experience designing conversational flows, decision trees, customer inquiry systems, and transaction systems.
- Experience building LLM-powered applications, including prompt design, evaluation, production integration, RAG, embeddings, semantic search, and vector databases.
- Experience integrating contact center platforms with CRM systems such as Salesforce, Dynamics, or ServiceNow.
- 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.
- Experience using work management tools such as Jira, Smartsheet, or similar.
- Preferred qualifications include a master’s or PhD, 10+ years of industry experience, foundation-model fine-tuning, LoRA, PEFT, domain adaptation, agentic workflows, LangChain, LlamaIndex, PyTorch, TensorFlow, Hugging Face, enterprise data and knowledge-base systems, and Salesforce Service Cloud or related integrations.
- Preferred candidates have technical leadership experience, mentoring experience, and experience translating ambiguous stakeholder needs into deployable AI solutions.
Benefits
- Headquartered in Louisville, Kentucky, with availability to work remotely.
- Flexible work arrangement developed with the employee’s leader to balance individual, team, and organizational needs.
- Equal opportunity workplace with an emphasis on inclusion, diversity, belonging, and employee engagement.