We are looking for a highly motivated Principal Applied AI Engineer to join our digital innovation team and help revolutionize how we serve our B2B (Business-to-Business) and 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 be responsible for architecting, building and supporting scalable software solutions that power contact center operations and customer engagement. Working as an individual contributor within a cross-functional team of engineers, architects, and program leadership to deliver reliable, high-quality solutions and transactional capabilities, such as order management, scheduling repairs, processing warranty claims, and assisting with product troubleshooting. You will collaborate closely with peer engineers on system design, execution from concept to implementation and quality of production solutions. You will provide guidance and mentorship to junior engineers. You will lead technical decision-making, drive best practices in development and operations, and ensure solutions meet performance, security, and business requirements. This position is headquartered in Louisville, KY with availability to work remotely. **Position** Principal Applied AI Engineer **Location** USA, Louisville, KYOther KY US **How You'll Create Possibilities** **AI Agent Development & Implementation** - 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. **Agent Tuning & 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. - Analyze agent 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 agent capabilities and ensure high first-contact resolution (FCR) and customer satisfaction. **Transactional Flows & System Integration** - Lead the design of semantic knowledge models and orchestrated AI systems, enabling structured knowledge grounding, multi-step reasoning, and reliable integration of LLMs, tools, and enterprise data sources - 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. **Cross-Functional Collaboration** - 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. - Provide technical guidance and mentorship to junior engineers and contribute to team knowledge sharing **Performance Monitoring & Continuous Improvement** - Monitor and troubleshoot production issues, ensuring reliability and performance of AI-driven systems - Deliver observability tracking of AI agent performance (e.g., containment, accuracy, customer satisfaction) - Continuously improve code quality, test coverage, and deployment practices through CI/CD and DevOps standards - Stay current with emerging AI, NLP, and contact center technologies and apply relevant advancements to ongoing work **What You'll Bring to Our Team** - Bachelor's or Master's degree in Computer Science, Engineering, Mathematics or a related field. - 7+ years of relevant software engineering experience, including at least 3 years working with AI/ML use cases such as conversational AI or natural language processing in customer-facing solutions - Expertise with at least one cloud platform (e.g., AWS, Azure, GCP), particularly for event-driven and real-time architectures - Strong experience with scripting languages (e.g., Python, JavaScript) to build integrations, enhance agent functionality, and support transactional workflows - Proficiency in designing conversational flows, decision trees, and systems that support customer inquiries and transactions - Experience building applications powered by large language models (LLMs), including prompt design, evaluation and production integration. - Proficiency with retrieval augmented generation (RAG), embeddings, semantic search and vector databases - Experience integrating contact center platforms with CRM systems (e.g., Salesforce, Dynamics, ServiceNow), including screen pops, case workflows, and customer data synchronization - Hands-on experience developing and optimizing AI chatbots or virtual assistants, including model training, conversation design, and performance improvement - Experience with CI/CD pipelines and DevOps practices, including automated testing and deployment - Strong organizational skills with the ability to manage multiple priorities and deliverables - Effective communication skills, with the ability to translate technical concepts for non-technical stakeholders - Strong problem-solving skills with the ability to design solutions that balance customer experience and business objectives - Experience using work management tools such as Jira, Smartsheet, or similar to manage backlogs, track tasks/issues, coordinate dependencies, and communicate project status. - Deep understanding of the customer pain points and how AI can alleviate those in a meaningful way. **Preferred Qualifications:** - Master's or PhD in Computer Science, Machine Learning, Artificial Intelligence or a related technical field - 10+ years of industry experience, including technical leadership in AI/ML-heavy product environments - Experience fine-tuning foundation models or working with techniques such as LoRA, PEFT, or domain adaptation - Proficiency building multi-step agentic workflows, tool-using LLM systems, or orchestration frameworks such as LangChain or LlamaIndex - Expertise with one or more major ML/AI frameworks such as PyTorch, TensorFlow, or Hugging Face - Strong understanding of working with structured and unstructured enterprise data, knowledge bases, or document intelligence systems - Experience working with a B2C contact center, especially in a consumer goods or appliance manufacturer environment. - Hands-on experience integrating with Salesforce (e.g., Service Cloud, CTI adapters, APIs, event streams) to support agent workflows and customer data access - Track record of mentoring senior engineers and setting technical direction for applied AI platforms or products - Experience partnering closely with product, design, and business stakeholders to translate ambiguous problems into deployable AI solutions - Passionate about continuous learning, especially in the AI/ML field, and driven by results **Working Conditions:** 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.