Overview The AI/ML Engineer is responsible for designing, developing, and deploying scalable artificial intelligence and machine‑learning solutions that enhance customer interactions, automate decision-making, and improve operational efficiency. This role involves building intelligent workflows, predictive models, data‑driven insights, and automation frameworks in collaboration with cross‑functional engineering, product, and support teams. Responsibilities AI‑Driven Interactions & Automation • Design and implement AI‑powered conversational flows and automated decisioning logic. • Build secure data integrations to enable real‑time processing and intelligent responses. • Optimize large language model (LLM) workflows for accuracy, performance, and usability. Data Analytics & Predictive Modeling • Apply machine learning techniques to structured and unstructured data from various systems. • Develop predictive models to identify trends, detect anomalies, and support proactive decision‑making. • Implement monitoring and alerting mechanisms to ensure timely detection and escalation of issues. Real‑Time Intelligence for Internal Teams • Integrate AI‑driven insights into internal tools to support agents and operations teams. • Deliver real‑time recommendations, next‑best‑actions, and contextual guidance based on combined system and interaction data. • Enhance employee productivity through intelligent assistance and dynamic knowledge retrieval. Automated Workflows & Operational Safety • Build diagnostic and remediation automation with appropriate safety, governance, and auditability controls. • Ensure all automated actions adhere to defined compliance, authorization, and security rules. • Develop dashboards and reporting tools for system health, workflow performance, and model metrics. Qualifications JOB REQUIREMENTS: Minimum Qualifications • 3+ years of experience in AI/ML engineering, data science, or intelligent automation. • 3+ years of hands‑on experience with modern cloud platforms including compute, data, and AI services. • 3+ years of proficiency in Python and ML frameworks such as TensorFlow, PyTorch, or scikit‑learn. • Experience building real‑time, streaming, or event‑driven data pipelines. • Proven track record of designing, deploying, and maintaining production‑grade ML systems. • Knowledge of APIs, microservices, and secure integration patterns. Preferred Qualifications • 3+ years of Experience with IoT, device telemetry, or distributed sensor data systems. • 3+ years of Background in LLM tuning, retrieval‑augmented generation (RAG), and conversational AI. • Familiarity with contact center platforms or enterprise workflow automation systems. • Understanding of authentication, authorization, and access‑control frameworks. PHYSICAL DEMANDS: • Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the position.