Senior AI Applications Engineer

Summary

Join Ema, a leading AI technology company, as a Senior AI Application Engineer and play a pivotal role in providing world-class post-deployment support for our Agent Assist/Chatbot product. This position demands a strong blend of technical expertise and customer-focused problem-solving skills. You will be responsible for configuring, troubleshooting, and optimizing AI solutions for our enterprise customers, ensuring high performance and exceptional customer satisfaction. You will independently manage complex deployments and solutions with minimal guidance. The ideal candidate possesses significant experience in AI/LLM application development and a proven ability to manage complex deployments. This role offers the opportunity to work with cutting-edge AI technology and make a significant impact on our customers' success.

Requirements

• 4+ years of software engineering experience
• Significant experience in AI/LLM application development, including building agents, integrations, workflows, and evaluating/improving their performance
• Experience with prompt engineering techniques
• Demonstrated the ability to manage complex deployments & solution design for an enterprise customer independently with minimal guidance
• Familiarity with key support metrics (FRT, AHT, TAT, CSAT) and reporting
• Strong troubleshooting and problem-solving skills, especially in production environments. Ideal candidates should be able to troubleshoot ML performance issues & recommend solutions to improve accuracy metrics & other business KPIs
• Excellent communication skills to collaborate effectively with both technical and non-technical stakeholders
• Proficiency in Python & SQL scripting
• Experience with prompt engineering techniques
• Proficient at invoking platform APIs to retrieve or push data, configure workflows
• Data-driven evaluation skills, including setting up and interpreting A/A experiments
• Familiarity with logging, dashboard creation, and alerting tools
• Excellent communication skills to collaborate effectively with both technical and non-technical stakeholders
• Demonstrated ability to manage complex deployments & solution design for an enterprise customer independently
• Strong troubleshooting and problem-solving skills, especially in production environments
• Ownership & Initiative: Takes responsibility for ongoing workflow management and customer outcomes
• Curiosity & Continuous Learning: Actively explores new GenAI/automation techniques and best practices to enhance workflows
• Collaboration: Works effectively across multiple teams
• Customer Empathy: Prioritizes customer success criteria, ensuring solutions address real business needs

Responsibilities

• Configure and integrate AI/GenAI workflows using platform APIs and customer data, ensuring smooth and secure deployment
• Translate customer requirements into technical solutions, validating workflow correctness and continuously refining prompts for optimal performance
• Develop and automate tasks using Python & SQL, and build prototypes using open-source Agentic Frameworks to streamline CX workflows
• Design, run, and analyze A/A experiments to measure and improve workflow quality and reliability
• Monitor AI workflows using business metrics and observability dashboards, quickly responding to issues to ensure high availability
• Provide proactive solutions and regular updates to customers, maintaining high CSAT through effective troubleshooting and communication
• Diagnose and resolve platform issues related to APIs, data integration, and workflow configurations, collaborating with engineering when needed
• Utilize APIs and integration protocols (JSON, REST, SOAP) to configure workflows and integrate with CRM/ATS tools
• Write custom scripts to query databases and create reports for in-depth analysis and to demonstrate ROI to customers

Preferred Qualifications

• Experience setting up, configuring, and supporting ML Systems or AI Agents is a plus
• Experience in building LLM-based evaluation frameworks & conducting UATs with real customers
• Understanding of Data Structures & Algorithms is a plus
• Familiarity with JSON, REST, SOAP or other integration protocols. Familiarity with integrating common CRMs/ATS tools would be a plus