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Senior AI Engineer (Agents)

19 hours, 47 minutes ago
Singapore
Full-time
Senior
AI Engineer
Software Development
Go HIPAA Java LLM Machine Learning Python
Apply Now
Workato

Workato

Workato is the Enterprise Automation Platform that enables seamless integration and automation of workflows for both business and IT teams, utilizing AI-powered technology for efficient outcomes.

IT Services
251-1K
Founded 2013
$415M raised
View All Jobs 28

Description

  • Design and implement advanced AI/ML systems focused on LLMs, AI agents, and retrieval-augmented generation architectures.
  • Build production-grade AI pipelines for data processing, model training, fine-tuning, and serving at scale.
  • Build conversational AI interfaces that support multi-turn interactions, context persistence, and escalation to human agents.
  • Implement feedback loops and continuous learning systems that improve model performance using customer and conversation outcomes.
  • Create analytics dashboards and reporting tools to measure automation effectiveness, pain points, and key support KPIs.
  • Lead technical initiatives for integrating AI systems into existing products and services.
  • Collaborate with data scientists and ML researchers to productionize new AI approaches and models.

Requirements

  • Bachelor's degree in Computer Science, a related field, or equivalent practical experience.
  • 5+ years of backend software development experience using modern programming languages such as Python, Golang, or Java, with Python strongly preferred.
  • Demonstrated experience building production conversational AI systems such as chatbots, virtual assistants, and automated support agents using LLMs from OpenAI, Anthropic, or open-source models.
  • Expertise in natural language understanding and intent classification for customer query interpretation, entity extraction, and conversation flow management.
  • Experience implementing multi-channel support automation across chat, email, voice, and messaging platforms.
  • Strong background in customer support metrics and KPIs, including CSAT, first contact resolution, average handle time, and containment rate optimization.
  • Experience with sentiment analysis and emotion detection for escalation triggers and customer satisfaction monitoring.
  • Experience building knowledge bases and FAQ systems with dynamic content retrieval and self-learning capabilities.
  • Proficiency with contact center platforms such as Zendesk, Salesforce Service Cloud, or Genesys, including API integrations.
  • Experience implementing real-time agent assist systems, A/B testing, and experimentation frameworks; familiarity with compliance and security requirements such as PCI, HIPAA, and GDPR.
  • Strong communication skills to explain technical concepts clearly.
  • Collaborative mindset and ability to work effectively cross-functionally.
  • Detail-oriented with a strong focus on quality.
  • Self-motivated and able to work independently.
  • Passion for solving complex search problems.

Benefits

  • Flexible, trust-oriented culture with a high degree of ownership.
  • Balanced work environment that emphasizes productivity and self-care.
  • Vibrant and dynamic work environment.
  • A multitude of employee benefits for inside and outside of work life.
  • Recognized remote-friendly workplace, including being ranked #1 best company for remote workers by Quartz.

Interested in this position?

Apply directly on the company website

Apply Now

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