Sr AI Engineer

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Are you ready to redefine the future of customer service with the power of AI?

As a Sr AI Engineer on the IntentCX team, you will drive the optimization and orchestration of AI models that power T-Mobile's customer service automation. Your role will focus on enhancing model outputs by leveraging the latest in prompt engineering and optimization, fine-tuning, and agentic AI systems. You'll design advanced tools and workflows that empower AI to think, reason, and respond in ways that feel genuinely human, tackling the most complex challenges in customer service. Partnering with diverse teams across the company, you'll see your innovations move swiftly from concept to reality, directly impacting customer satisfaction and setting new standards for reliability and efficiency. This role is ideal for an LLM expert and AI systems builder who thrives on leveraging prompt engineering, retrieval-augmented generation (RAG), and function calling to improve AI-driven customer interactions at scale.

We pride ourselves on encouraging a culture of innovation, advocating for agile methodologies, and promoting clarity in all that we do. Join us in embodying the spirit of the 'Un-carrier' and make a tangible impact! If you are passionate about driving excellence and want to make a significant impact, apply today!

Responsibilities:

• Builds agentic AI systems that accomplish complex tasks by invoking AI models as well as internal and third-party tools using APIs, ensuring seamless data flow in production environments

• Optimizes performance of agentic AI systems through innovative techniques such as prompt engineering, fine-tuning and reinforcement learning using T-Mobile's customer interaction data

• Develops AI tools, workflows, and middleware to enhance model capabilities, such as structured reasoning, multi-step task execution, and improved contextual memory.

• Implements retrieval-augmented generation (RAG) techniques to ensure AI responses are contextually accurate and grounded in real-time data.

• Collaborates in a highly matrixed environment with backend engineers, business experts and conversation designers to ensure AI-driven enhancements are effectively integrated into production environments

• Tracks success metrics that aligns with business requirements and continuously evaluate and improve model quality based on those metrics

• Develops internal tooling and automation to streamline AI deployment, evaluation, and self-improvement mechanisms.

• Monitors real-world AI performance and proactively iterates on model behavior based on live interaction data.

• Stays up-to-date with latest LLM advancements in prompt design, prompt optimization, few-shot learning, Tool integration protocols like MCP and AI orchestration frameworks like Agent SDK

Knowledge, Skills, and Abilities:

• 4+ yrs developing and deploying machine learning models, particularly in the context of AI-driven customer service automation.

• 4+ yrs experience with advanced AI techniques such as prompt engineering, fine-tuning, and creating AI tools and workflows

• 4+ collaborating with cross-functional teams to integrate AI systems into production environments

• Proficiency in Python and AI development frameworks for building scalable AI applications.

• Experience with operational excellence practices and observability tools (e.g., Weights & Biases, Splunk, Datadog) for monitoring, logging, and troubleshooting AI systems in production.

• Experience with project management tools and agile methodologies (e.g., Jira, Azure DevOps) to plan, track, and deliver AI initiatives efficiently in cross-functional environments.

• Experience in LLM fine-tuning and prompt engineering (e.g., OpenAI APIs, Hugging Face, Anthropic Claude, Google Gemini)

• Experience with AI orchestration tools (e.g., LangChain, LlamaIndex, vector databases for retrieval augmented genetation).

• Hands-on knowledge of function calling and API-based reasoning models (e.g., using structured outputs to drive automated workflows).

• Familiarity with RAG pipelines and vector database retrieval for augmenting AI responses.

• Understanding of multi-agent architectures and best practices in agentic AI design.

• Experience with real-world AI evaluation techniques, including golden sets, synthetic data generation, and interactive testing.

• Ability to collaborate across teams, working with engineers, product managers, and conversational designers to refine AI-driven solutions.

Soft Skills

• Show Don't Tell Mentality -Demonstrates AI improvements through tangible results, prototypes, and real-world impact rather than just theoretical discussions. Uses data, examples, and testing to validate optimizations.

• Problem-Solving & Analytical Thinking - Ability to break down complex AI challenges, diagnose model behavior issues, and implement innovative solutions.

• Collaboration & Cross-Functional Communication - Works effectively with engineers, product managers, designers, and business leaders to align AI solutions with business needs.

• Adaptability & Continuous Learning - Stays up to date with the latest AI advancements, experimenting with new techniques to refine model performance.

• User-Centric Mindset - Understands customer needs and prioritizes AI improvements that enhance usability, accuracy, and overall customer experience.

• Attention to Detail - Ensures high precision in AI model optimizations, prompt engineering, and workflow automation.

• Strategic Thinking - Balances short-term model improvements with long-term AI architecture planning to scale IntentCX effectively.

• Ownership & Accountability - Takes responsibility for AI model performance, proactively identifying and resolving challenges before they impact users.

Education:

• Bachelor's degree in computer science, Artificial Intelligence, or equivalent experience.

• Master's/Advanced Degree in Computer Science or Artificial Intelligence Preferred

• At least 18 years of age
• Legally authorized to work in the United States

Travel :
Travel Required (Yes/No): No

DOT Regulated :
DOT Regulated Position (Yes/No): No
Safety Sensitive Position (Yes/No): No

Base Pay Range: $133,100 - $240,100

Corporate Bonus Target: 15%

The pay range above is the general base pay range for a successful candidate in the role. The successful candidate's actual pay will be based on various factors, such as work location, qualifications, and experience, so the actual starting pay will vary within this range.

At T-Mobile, employees in regular, non-temporary roles are eligible for an annual bonus or periodic sales incentive or bonus, based on their role. Most Corporate employees are eligible for a year-end bonus based on company and/or individual performance and which is set at a percentage of the employee's eligible earnings in the prior year. Certain positions in Customer Care are eligible for monthly bonuses based on individual and/or team performance. To find the pay range for this role based on hiring location,

At T-Mobile, our benefits exemplify the spirit of One Team, Together! A big part of how we care for one another is working to ensure our benefits evolve to meet the needs of our team members. Full and part-time employees have access to the same benefits when eligible. We cover all of the bases, offering medical, dental and vision insurance, a flexible spending account, 401(k), employee stock grants, employee stock purchase plan, paid time off and up to 12 paid holidays - which total about 4 weeks for new full-time employees and about 2.5 weeks for new part-time employees annually - paid parental and family leave, family building benefits, back-up care, enhanced family support, childcare subsidy, tuition assistance, college coaching, short- and long-term disability, voluntary AD&D coverage, voluntary accident coverage, voluntary life insurance, voluntary disability insurance, and voluntary long-term care insurance. We don't stop there - eligible employees can also receive mobile service & home internet discounts, pet insurance, and access to commuter and transit programs! To learn about T-Mobile's amazing benefits, check out

Never stop growing!
As part of the T-Mobile team, you know the Un-carrier doesn't have a corporate ladder-it's more like a jungle gym of possibilities! We love helping our employees grow in their careers, because it's that shared drive to aim high that drives our business and our culture forward. By applying for this career opportunity, you're living our values while investing in your career growth-and we applaud it. You're unstoppable!

T-Mobile USA, Inc. is an Equal Opportunity Employer. All decisions concerning the employment relationship will be made without regard to age, race, ethnicity, color, religion, creed, sex, sexual orientation, gender identity or expression, national origin, religious affiliation, marital status, citizenship status, veteran status, the presence of any physical or mental disability, or any other status or characteristic protected by federal, state, or local law. Discrimination, retaliation or harassment based upon any of these factors is wholly inconsistent with how we do business and will not be tolerated.

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