Senior Software Engineer - Contact Automation - AI

Description

The Contact Automation team is an autonomous team at the company, working on the company Assistant to improve customer support.

As a senior engineer you will be a key technical leader, driving the vision and end-to-end solutions for the company Assistant.

The work is high impact: you will solve complex engineering problems to automate real customer issues, which improves customer experience and operational efficiency.

The company is a global technology company that builds ways to move and manage money internationally.

Responsibilities

• Lead design, development and deployment of scalable, resilient, high-performance components for the company Assistant, including a core Java microservice that consumes Kafka messages and contributions to the Typescript and Python codebases.
• Own the intent detection systems, contact processing pipelines and the routing logic that sends customers to automation options such as templates, RAG, LLM workflows, AI agents and vendor solutions.
• Design and build solutions on foundational LLM models through AWS Bedrock to resolve customer queries.
• Lead the technical integration and management of third-party AI agent vendors, making sure connections are seamless and robust.
• Keep improving the performance, reliability and scalability of the automation platform as volumes and complexity grow.
• Work with content designers to build and refine automated conversational flows that give customers a high-quality experience.
• Give technical guidance and mentorship to other engineers to build a strong culture of engineering excellence and continuous learning.

Requirements

• Hold a senior software engineering background able to lead complex technical work end to end.

Conditions

The team works in an agile way and collaborates closely with engineers, product managers, content designers, analysts and data scientists.

You will work with talented colleagues to design, build and iterate on solutions that deliver real customer value.

The team is spread across offices in Budapest, New York and London.