Senior Software Engineer - Contact Automation - AI

About the role

As a Senior Software Engineer on the Contact Automation team, you will lead the technical vision for the Wise Assistant, automating customer support interactions. You will work in an autonomous, cross‑functional team to design, build, and scale AI‑driven solutions that improve customer experience and operational efficiency.

Key responsibilities

• Design, develop, and deploy high‑performance Java microservices that consume Kafka messages, and contribute to TypeScript and Python codebases.
• Own intent detection systems, contact processing pipelines, and routing logic linking customers to automation solutions such as templates, RAG, LLM workflows, AI agents, and vendor integrations.
• Innovate with foundational LLM models (AWS Bedrock) to resolve queries, and manage technical integration with third‑party AI Agent vendors.
• Continuously improve scalability, reliability, and performance of the automation platform.
• Mentor engineers and collaborate with content designers to refine conversational flows.

Required profile

• Deep experience designing, building, and maintaining microservices, especially event‑driven architectures using Kafka.
• Proven ability to apply AI/ML concepts, particularly LLMs, in production environments.
• Strong communication and collaboration skills across engineers, product managers, data scientists, and designers.

Required skills

• Java (event‑driven, microservices)
• Kafka
• TypeScript
• Python
• AWS Bedrock
• LLM/RAG implementation
• RESTful API design
• Relational and non‑relational databases
• Evaluation frameworks for LLM solutions