Sr AI Engineer, Enterprise AI

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Job Overview
As a Sr AI Engineer, Enterprise AI at T-Mobile, this role is crucial in enhancing the AI models that drive our customer service automation. The position focuses on optimizing AI performance through advanced techniques such as prompt engineering, fine-tuning, and the development of AI tools and workflows. By architecting sophisticated agentic AI systems, the Sr Engineer improves the reasoning and interaction capabilities of AI across complex customer service workflows. Collaboration with cross-functional teams ensures that AI-driven enhancements are seamlessly integrated into production systems, enhancing customer interactions and satisfaction. Ultimately, this role significantly contributes to the strategic advancement of T-Mobile's AI capabilities, ensuring high reliability, accuracy, and efficiency in customer service operations.

This role offers a 3:2 hybrid schedule with a minimum of three days per week in the office.
Available office locations: Frisco, TX or Bellevue, WA

Job Responsibilities:

• Optimizes AI performance through prompt engineering and fine-tuning techniques to enhance customer service automation
• Develops AI tools and workflows to support the implementation of sophisticated AI systems within customer service operations
• Architects sophisticated agentic AI systems to improve reasoning and interaction capabilities across complex workflows
• Collaborates with multi-functional teams to ensure seamless integration of AI-driven enhancements into production systems
• Evaluates the reliability, accuracy, and efficiency of AI models to ensure they meet strategic objectives and customer satisfaction goals
• Conducts ongoing research to stay updated with the latest AI technologies and methodologies applicable to customer service

Education and Work Experience:

• Bachelor's Degree Computer Science, Artificial Intelligence, or Related Field (Preferred)
• Master's/Advanced Degree Computer Science, Artificial Intelligence, or Data Science (Preferred)
• Experience in developing and optimizing AI models for customer service automation using advanced techniques such as prompt engineering and fine-tuning. Preferred
• Experience in architecting and deploying sophisticated agentic AI systems to enhance reasoning and interaction capabilities in complex workflows. Preferred
• Experience in collaborating with cross-functional teams to integrate AI-driven enhancements into production systems. Preferred

Knowledge, Skills and Abilities:

• Data Analysis: Expertise in analyzing data to derive insights and inform AI model improvements. (Required)
• Problem Solving: Ability to troubleshoot and resolve complex technical issues related to AI systems. (Required)
• Communication: Strong communication skills to effectively collaborate with cross-functional teams and articulate technical concepts. (Required)
• Technical Writing: Proficiency in documenting AI system architectures, processes, and user guides. (Preferred)
• Agile Methodologies: Familiarity with Agile practices to adapt to rapidly changing technical requirements and environments. (Preferred)
• Cross Functional Relationships: Ability to work effectively with various teams including engineering, product management, and customer service. (Required)
• Strategic Thinking: Capability to envision and execute strategies that enhance AI-driven customer service solutions. (Preferred)
• Innovation: Creative thinking skills to develop new and innovative solutions within the AI space. (Preferred)
• Telecommunications: Understanding of telecommunications systems and technologies to better integrate AI solutions. (Preferred)

Licenses and Certifications:

• Certified Analytics Professional (CAP): Certification that endorses an individual's expertise in analytics, including the ability to transform complex data into valuable insights and actions, which is crucial for optimizing AI models in customer service automation. (Preferred)
• NVIDIA Deep Learning AI Certification: This certification demonstrates proficiency in designing and deploying deep learning AI applications, relevant for enhancing AI model performance in complex systems like customer service workflows. (Preferred)
• Certified Data Scientist (CDS): Certification that vali