Senior Software Engineer - Contact Automation - AI

Job description

About the Role As a Senior Software Engineer in the Contact Automation team, you will play a pivotal role in shaping the future of customer support at Wise. You'll be a key technical leader in an autonomous team, driving the vision and end-to-end solutions for the Wise Assistant. This is a high-impact role where you'll tackle complex engineering challenges to automate real customer issues, significantly improving their experience and our operational efficiency.

How We Work Agile & Collaborative

We operate in an agile fashion, fostering close collaboration between engineers, product managers, content designers, analysts, and data scientists.

Cross-Functional Teams

You'll work alongside talented individuals to design, build, and iterate on solutions that deliver tangible customer value.

International Presence

Our team is distributed across our Budapest, New York and London offices, offering a diverse and dynamic working environment. What You'll Be Working On Lead the design, development, and deployment of scalable, resilient, and high-performance components for the Wise Assistant. This includes our core Java microservice consuming Kafka messages, as well as contributing to our Typescript and Python codebases. Take ownership of our intent detection systems, contact processing pipelines, and the routing logic that connects customers to various automation solutions (templates, RAG, LLM workflows, AI agents, Vendor solutions)

Innovate with AI

Design and implement solutions leveraging foundational LLM models (AWS Bedrock) to resolve customer queries effectively Integrate & Orchestrate: Lead and manage the technical integration with third-party AI Agent vendors, ensuring seamless and robust connectivity.

Scale & Optimize

Continuously improve the performance, reliability, and scalability of our automation platform to handle growing volumes and complexity.

Collaborate for Impact

Work closely with content designers to implement and refine automated conversational flows, ensuring a high-quality user experience.

Mentor

Provide technical guidance and mentorship to other engineers, fostering a culture of engineering excellence and continuous learning.