Principal Applied AI Engineer

Principal Applied AI Engineer

At GE Appliances, a Haier company, we come together to make "good things, for life." As the fastest-growing appliance company in the U.S., we're powered by creators, thinkers and makers who believe that anything is possible and that there's always a better way. We believe in the power of our people and in giving them the freedom to explore, discover and build good things, together.

The GE Appliances philosophy, backed by three simple commitments defines the way we work, invent, create, do business, and serve our communities: we come together, we always look for a better way, and we create possibilities.

Interested in joining us on our journey?

We are looking for a highly motivated Principal Applied AI Engineer to join our digital innovation team and help revolutionize how we serve our primarily B2C (Business-to-Consumer) customers. As a major appliance manufacturer, we're committed to delivering seamless experiences for consumers across our contact center channels, including voice, chat, and messaging. This role is ideal for someone who is passionate about AI, automation, and customer service, with a hands-on approach to creating and optimizing use cases / agents for AI-driven interactions. You'll create and refine AI models to improve responses and transactional capabilities (such as order management, scheduling repairs, processing warranty claims, and assisting with product troubleshooting), and ensure the bot performs effectively. Your ability to craft smart and scalable use cases / agents will empower customers to quickly resolve their issues through automation, while continually enhancing the bot's effectiveness over time. This position is headquartered in Louisville, KY availability to work remote.

How You'll Create Possibilities

AI Agent Creation & Development

• Establish foundational practices, standards, and processes for AI agent development, helping shape the framework and culture for future AI projects / team roles.
• Design and create actionable use cases / AI agents that drive customer engagement, from common FAQs to complex transactional workflows such as order management, repair scheduling, warranty verification, and troubleshooting appliance issues.
• Develop conversation flows and decision trees that reflect real-world customer needs and product intricacies, ensuring a seamless, human-like experience.
• Collaborate with product experts, engineers, and customer service teams to understand business requirements and translate them into practical, AI-driven use cases / agents for the contact center.

Bot Training & Optimization

• Work directly with AI models to build, continuously train, fine-tune, and improve natural language processing (NLP) and intent recognition to better understand and respond to customer inquiries.
• Review & share AI performance analytics, identify areas for improvement, and optimize responses for accuracy, relevance, and efficiency.
• Utilize feedback loops, user testing, and real-world interactions to iteratively enhance the bot's capabilities and ensure high first-contact resolution (FCR) and customer satisfaction.

Transactional Capabilities & Automation

• Build and refine AI-driven transactional flows to enable the bot to carry out specific actions such as processing orders, issuing returns, and managing warranty claims or repair requests.
• Collaborate with cross-functional teams to integrate back-end systems (CRM, ERP, ticketing) to ensure the AI tool can execute real-world transactions and link them to the customer's journey.
• Ensure that AI tools adhere to data security, compliance standards, and organizational guidelines while executing transactions on behalf of customers.

Collaboration with Stakeholders

• Work with the operations teams to identify key pain points in the customer journey that can be alleviated or streamlined through AI.
• Partner with DT (Digital Technology) function and data teams to ensure the smooth integration of AI-driven tools into the existing contact center platform, ensuring real-time synchronization and data accuracy.
• Support AI-related initiatives by acting as a subject matter expert on customer-facing AI tools, offering recommendations for both new use cases and scalability improvements.
• Ensure all AI implementations comply with DT (Digital Technology)-defined tools, frameworks, and governance standards.

Performance Monitoring & Continuous Improvement

• Monitor AI tool performance metrics (e.g., accuracy, containment rate, customer satisfaction) to evaluate effectiveness and identify new areas for enhancement.
• Create reports and dashboards that track the success of AI-driven use cases and identify opportunities for further optimization or feature development.
• Stay up to date with the latest trends in AI and NLP to recommend new features and capabilities that align with evolving customer needs and industry innovations.

What You'll Bring to Our Team

Basic Qualifications:

• Minimum of 7 years of relevant experience including 2+ years of experience in AI use case development, conversational AI, or natural language processing for customer-facing solutions
• Hands-on experience working with AI chatbots or virtual assistants, including training models, creating conversational workflows, and improving customer interactions.
• Proficiency in designing conversation flows, decision trees, and designing systems that handle transactions and inquiries.
• Experience working with AI platforms such as those from Google, AWS, OpenAI, or others.
• Strong understanding of customer service processes and the ability to translate complex customer needs into practical AI-driven solutions.
• Strong problem-solving skills and the ability to craft solutions that balance customer experience and business objectives.
• Highly organized and able to manage multiple AI use-case projects simultaneously.
• Deep understanding of the customer pain points and how AI can alleviate those in a meaningful way.
• Effective communicator who can clearly articulate technical concepts to non-technical stakeholders.

Preferred Qualifications:

• Bachelor's or Master's degree in Computer Science, Engineering, Linguistics, or a related field.
• Familiarity with scripting languages (e.g., Python, JavaScript) to enhance bot functionalities and integrate APIs for transactional workflows.
• Experience working with a B2C contact center, especially in a consumer goods or appliance manufacturer environment.
• Knowledge of NLP models and how they can be fine-tuned for specific customer service applications.
• Background in customer journey mapping, process automation, or integrating AI with CRM systems (e.g., Salesforce).
• Passionate about continuous learning, especially in the AI/ML field, and driven by results.

Our Culture

Our work is centered on our People and Culture as reflected in our Zero Distance philosophy and we recognize the importance of reaffirming our commitment to inclusion and diversity (I&D). This underscores our commitment to fostering an environment where every individual feels valued, connected, and empowered to contribute, while positioning our organization to adapt seamlessly to the evolving needs of our workforce and communities.

This reflects our dedication to creating solutions that: Empower colleagues by fostering an environment where all voices are heard, valued, and encouraged to contribute. Strengthen communities where we live and work. Reinforce a culture of belonging, purpose, and engagement. Reflect the diversity of the communities we serve through our workforce, products, and practices. By further embedding Zero Distance into our People and Culture framework, we will continue to build a deeply connected organization. We are cultivating a culture of engagement, belonging, and connection, because while attracting new talent remains a priority, retention is a cornerstone of our strategy.

GE Appliances is a trust-based organization. It is important we offer our employees the flexibility they need to do their best work while balancing the needs of the business and individuals. When you join GE Appliances, you will have the opportunity to work with your leader to create a flexible work arrangement that balances the needs of the individual, team, and organization.

GE Appliances is an Equal Opportunity Employer. Employment decisions are made without regard to race, color, religion, national or ethnic origin, sex, sexual orientation, gender identity or expression, age, disability, protected veteran status or other characteristics protected by law.

GE Appliances participates in E-Verify and will provide the federal government with your Form I-9 information to confirm that you are authorized to work in the U.S.

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