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.

Qualifications

What You Need We are fully aware that it is uncommon for a candidate to have all skills required, and we fully support everyone in learning new skills with us. If you possess many of the skills listed below and are eager to learn and grow, we strongly encourage you to apply! Deep experience in designing, building, and maintaining microservices. Strong proficiency in Java is essential, particularly in an event-driven architecture (e.g., Kafka).

AI Engineering Experience

Experience in applying AI/ML concepts, particularly LLMs, to solve real-world problems in production environments. ( The Rise of the AI Engineer )

Pragmatic & Impact-Oriented

You recognize that achieving significant customer impact sometimes requires dedicated effort on foundational or less technically novel tasks, and you approach all work with the same commitment to quality and solving the underlying customer problem. Excellent communication and interpersonal skills, with a talent for collaborating effectively with Solid experience with both relational and non-relational databases, including query optimization and schema design.

Proven ability in designing, deploying, and maintaining clean, well-documented RESTful APIs. A firm believer in and practitioner of best coding practices, including thorough code reviews, automated testing, and a culture of open feedback. Experience building and fine-tuning production-grade RAG (Retrieval Augmented Generation) systems. Experience with designing and implementing evaluation frameworks (evals) for LLM-based solutions.

Hands-on experience with AWS Bedrock and its enterprise features for deploying and managing LLMs. Familiarity with Agentic workflows, AI Agent solutions, and multi-agent systems. Prior experience in automating customer support and servicing operations