Back
AI Engineer – Agentic AI & Customer Service Automation
Full-time
Key Responsibilities
Design, build, and deploy
AI Agents and agentic workflows
for Customer Service and operational use cases, covering reasoning, decision-making, tool calling, and multi-step task execution.
Develop production-ready
LLM applications
, including prompt engineering, structured outputs, function/tool calling, context management, and LLM orchestration.
Build and optimize
RAG and knowledge retrieval solutions
, improving retrieval quality, grounding, knowledge accuracy, and AI response quality.
Develop AI-driven
intent classification, decision logic, and intelligent routing
, determining when requests should be handled by AI, automation, or human agents.
Integrate AI solutions with
CRM, Zendesk, APIs, internal platforms, and automation/workflow systems
, enabling agents to retrieve information and trigger approved actions.
Establish evaluation and monitoring frameworks covering
accuracy, hallucination, retrieval quality, task completion, latency, cost, and business outcomes
.
Own AI use cases end-to-end—from identifying business problems and building PoCs to integration, production deployment, monitoring, and continuous improvement.
Partner closely with Customer Service, Automation, CRM, Product, and Engineering teams to translate operational pain points into scalable AI solutions.
Requirements
Bachelor's degree in Computer Science, AI, Data Science, Software Engineering, or a related discipline, with
3+ years of relevant software engineering, AI/ML, or Applied AI experience
.
Strong hands-on
Python
development skills with experience building backend services or AI applications using FastAPI or similar frameworks.
Practical experience with
LLMs, prompt engineering, RAG, embeddings/vector search, function/tool calling, and LLM evaluation
.
Experience building
AI Agents or agentic workflows
and working with agent orchestration frameworks; MCP or similar tool-integration experience is advantageous.
Strong understanding of
REST APIs, JSON, authentication, system integration, Docker/cloud deployment, CI/CD, and production monitoring
.
Proven ability to independently take AI solutions from
business problem → prototype → integration → production
, with a strong focus on measurable business impact.
Excellent communication and presentation skills, with proficiency in both
English and Chinese
to effectively engage regional Chinese-speaking stakeholders.
Preferred Experience
Experience with Customer Service AI, chatbots, Zendesk/Salesforce/CRM platforms, workflow automation, AI quality evaluation, or FinTech/financial services environments would be advantageous.
