Senior Software Engineer

Owning the run-state reliability of AI-driven support workflows, including incident response, live-site health, and continuous tuning. Adapting AI workflows to changing support business policies and operational processes (e.g., Service Level Agreement (SLA) calculations, case ownership, escalation models). Driving customer trust, satisfaction, and sentiment, ensuring AI agents correctly understand intent and guide customers to resolution without degrading experience. Ensuring security, privacy, and responsible AI compliance, including rethinking Role-Based Access Control (RBAC), data access, case ownership vs. processing, and data exposure. Defining and implementing observability, monitoring, and intervention mechanisms for multiple AI agents operating concurrently. Partnering across engineering, support business, compliance, and platform teams to establish scalable patterns for AI-managed support. Contributing to the vision and delivery of a platform that enables citizen developers to

safely build AI agents for support workflows with reduced barrier to entry. Collaboration across teams: you can align with partners and move work forward together Bachelor’s Degree in Computer Science or related technical field AND 4+ years technical engineering experience with coding in languages including, but not limited to, C, C++, C#, Java, JavaScript, or Python OR equivalent experience Experience building Large Language Model (LLM)-powered applications, Retrieval-Augmented Generation (RAG) pipelines, prompt engineering, agent frameworks (Semantic Kernel, LangChain), or fine-tuning with an eye for evaluation, latency, and cost Proficiency in AI-native development working within Agent Harnesses (GitHub Copilot Command-Line Interface (CLI), Coding Agents), authoring Markdown specs/Architecture Decision Records (ADRs) and YAML configs as Agent-consumable inputs, orchestrating multi-step Agentic workflows across the Software Development Life Cycle (SDLC), and reviewing Agent-generated code and Pull Requests (PRs) with production-grade rigor Experience with shipping enterprise scale services Experience shipping agent-based systems in production, including hands-on experience with evals, observability, and debugging Experience standing up evals or observability for non-deterministic systems Experience contributing to the safety posture of AI systems, including prompt-injection defences and audit trails Experience owning and shipping significant features or architectural components end to end

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