Senior AI Applications Engineer

Position Overview

• Location Type: Remote
• Employment Type: Full-Time
• Salary: (Salary not provided in the description)

Ema is building the next generation AI technology to empower every employee in the enterprise to be their most creative and productive. Our proprietary tech allows enterprises to delegate most repetitive tasks to Ema, the Universal AI employee. We are founded by ex-Google, Coinbase, Okta executives, and serial entrepreneurs. We’re well-funded by the top investors and angels in the world. Ema is based in Silicon Valley and Bangalore.

This role is for a Senior AI Application Engineer who will be pivotal in providing world-class post-deployment support for Ema’s Agent Assist/Chatbot product. You will configure, troubleshoot, and optimize AI solutions for our customers, ensuring high performance, continuous improvement of customer workflows, and exceptional customer satisfaction. You will independently manage complex deployments and solutions for enterprise customers with minimal guidance.

Requirements

• Experience: 4+ years of software engineering experience.
• AI/LLM Experience: Significant experience in AI/LLM application development, including building agents, integrations, workflows, and evaluating/improving their performance.
• ML Systems/AI Agent Experience: Experience setting up, configuring, and supporting ML Systems or AI Agents is a plus.
• Prompt Engineering: Experience with prompt engineering techniques.
• Troubleshooting Skills: Strong troubleshooting and problem-solving skills, especially in production environments.
• Customer Focus: Demonstrated ability to manage complex deployments & solution design for an enterprise customer independently with minimal guidance.
• Familiarity with Support Metrics: Familiarity with key support metrics (FRT, AHT, TAT, CSAT) and reporting.

Responsibilities

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

Application Instructions

(Application instructions are not provided in the description.)