Conversation AI Engineer

We are looking for a Conversation AI Specialist who builds agentic, process-aligned dialogue systems — not scripted chatbots. You will build the conversational intelligence layer of our advisor efficiency platform. It includes timely orchestration, intent reasoning, and LLM-powered assist systems that help advisors during complex customer interactions across chat, phone, and ecommerce. You will own the full conversation stack, from utterance to action.

Key Responsibilities

• Agentic Conversation Design: Architect and build the conversational layer of our prompt-based agentic platform — including intent detection, dialogue orchestration, and multi-step reasoning flows aligned to advisor workflows.

• LLM Integration & Prompt Engineering: Design and maintain the prompt architecture that drives advisor-assist features — including context injection, tool-calling patterns, guardrails, and output validation.

• Advisor Assist Systems: Build real-time AI tools that surface relevant knowledge, suggest responses, and guide advisors through commerce, subscription, and support interactions.

• Process Mapping: Work with operations and product teams to deeply understand advisor business processes, then translate that understanding into conversation system design.

• Evaluation & Quality: Define conversation quality metrics, build evaluation datasets from real interaction logs, and operate a continuous improvement loop for deployed systems.

• Probabilistic Fallback Design: Design graceful degradation patterns — ensuring the system handles low-confidence states, ambiguous intents, and out-of-scope inputs without advisor disruption.

• Cross-platform Delivery: Integrate conversational AI features throughout chat, phone, and ecommerce advisor surfaces — maintaining coherent behavior across channels.

Attitude & Approach We're Hiring For

Beyond technical skills, we are specifically hiring for three attitude shifts that define success in this role:

• Process-aligned composition: you build conversation flows that mirror advisor operational workflows — not abstract dialogue trees disconnected from how work actually happens.

• Probabilistic reasoning: you architect systems where intent is inferred, confidence is tracked, and ambiguity is handled gracefully rather than failing hard.

• Data-driven iteration: you measure conversation quality with data, not intuition — defining metrics, curating evaluation sets, and iterating based on evidence.

Required Qualifications

• 3–5 years in conversational AI, NLP engineering, or LLM-based product development.

• Experience building dialogue systems with real business process alignment, not just scripted flows.

• Proficiency in Python and NLP tooling

• Strong understanding of intent classification, entity extraction, and context management in stateful conversations.

• Experience deploying conversational AI to production with real user traffic.

• Ability to build for uncertainty — confidence scoring, fallback handling, human-in-the-loop blocking issue.

Preferred Qualifications

• Experience building agentic systems with tool use, function calling, or multi-step LLM orchestration. Familiarity with RAG for knowledge-grounded responses.

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