Principal AI Engineer - Servicing Solutions
Goodleap- Full Time
- Expert & Leadership (9+ years)
Candidates should have 5+ years of experience in software engineering as an individual contributor, a highly ambitious and driven mindset, and a desire to put customers first. They should enjoy fast-paced environments and be able to quickly adjust to new insights, possess a maverick streak for creative solutions, and have experience working in startups or smaller companies. Experience with LLMs and excitement for working with them daily is also required.
As a Software Engineer on the Assist Team, you will build foundational new features such as implementing translation capabilities powered by LLMs and intelligent categorization of incoming tickets, improve LLM model results by enhancing retrieval augmented generation engine using techniques like vector search, document re-ranking, and hypothetical document embeddings, develop LLM Infrastructure by architecting abstractions for LLM integration, engage with customers to understand their needs and improve the product, and wear many hats by contributing to coding, user research, planning, brainstorming, interviewing, and cross-team collaboration. You will also shape the team culture by encouraging a startup mentality and taking initiative.
Optimizes workforce management for customer support
Assembled optimizes workforce management for customer support teams by providing a platform that enhances the efficiency of service operations. The platform includes features like advanced scheduling, real-time monitoring, and data analytics, which help businesses manage their customer service more effectively. It serves a range of clients, from small businesses to large corporations, by using artificial intelligence and automation to improve team performance. Key features include adherence reports that track agent schedules and real-time performance data to maintain high service uptime. Assembled operates on a subscription-based model, allowing clients to access its tools for a recurring fee, which supports ongoing updates and improvements. The main goal of Assembled is to reduce operational costs, boost agent productivity, and enhance customer satisfaction by ensuring that support teams are optimally staffed and managed.