Senior Software Engineer - Contact Automation - AI

Job description

About the Role As a Senior Software Engineer in the Contact Automation team, you will play a pivotal role in shaping the future of customer support at Wise. You'll be a key technical leader in an autonomous team, driving the vision and end-to-end solutions for the Wise Assistant. This is a high-impact role where you'll tackle complex engineering challenges to automate real customer issues, significantly improving their experience and our operational efficiency. How We Work Agile & Collaborative: We operate in an agile fashion, fostering close collaboration between engineers, product managers, content designers, analysts, and data scientists. Cross-Functional Teams: You'll work alongside talented individuals to design, build, and iterate on solutions that deliver tangible customer value. International Presence: Our team is distributed across our Budapest, New York and London offices, offering a diverse and dynamic working environment. What You'll Be Working On Lead the design, development, and deployment of scalable, resilient, and high-performance components for the Wise Assistant. This includes our core Java microservice consuming Kafka messages, as well as contributing to our Typescript and Python codebases. Take ownership of our intent detection systems, contact processing pipelines, and the routing logic that connects customers to various automation solutions (templates, RAG, LLM workflows, AI agents, Vendor solutions) Innovate with AI: Design and implement solutions leveraging foundational LLM models (AWS Bedrock) to resolve customer queries effectively Integrate & Orchestrate: Lead and manage the technical integration with third-party AI Agent vendors, ensuring seamless and robust connectivity. Scale & Optimize: Continuously improve the performance, reliability, and scalability of our automation platform to handle growing volumes and complexity. Collaborate for Impact: Work closely with content designers to implement and refine automated conversational flows, ensuring a high-quality user experience. Mentor: Provide technical guidance and mentorship to other engineers, fostering a culture of engineering excellence and continuous learning. What You Need We are fully aware that it is uncommon for a candidate to have all skills required, and we fully support everyone in learning new skills with us. If you possess many of the skills listed below and are eager to learn and grow, we strongly encourage you to apply! Deep experience in designing, building, and maintaining microservices. Strong proficiency in Java is essential, particularly in an event-driven architecture (e.g., Kafka). AI Engineering Experience: Experience in applying AI/ML concepts, particularly LLMs, to solve real-world problems in production environments. ( The Rise of the AI Engineer ) Pragmatic & Impact-Oriented: You recognize that achieving significant customer impact sometimes requires dedicated effort on foundational or less technically novel tasks, and you approach all work with the same commitment to quality and solving the underlying customer problem. Excellent communication and interpersonal skills, with a talent for collaborating effectively with Solid experience with both relational and non-relational databases, including query optimization and schema design. Proven ability in designing, deploying, and maintaining clean, well-documented RESTful APIs. A firm believer in and practitioner of best coding practices, including thorough code reviews, automated testing, and a culture of open feedback. Experience building and fine-tuning production-grade RAG (Retrieval Augmented Generation) systems. Experience with designing and implementing evaluation frameworks (evals) for LLM-based solutions. Hands-on experience with AWS Bedrock and its enterprise features for deploying and managing LLMs. Familiarity with Agentic workflows, AI Agent solutions, and multi-agent systems. Prior experience in automating customer support and servicing operations For everyone, everywhere. We're people building money without borders — without judgement or prejudice, too. We believe teams are strongest when they are diverse, equitable and inclusive. We're proud to have a truly international team, and we celebrate our differences. Inclusive teams help us live our values and make sure every Wiser feels respected, empowered to contribute towards our mission and able to progress in their careers. If you want to find out more about what it's like to work at Wise visit . Keep up to date with life at Wise by following us on LinkedIn and Instagram . Wise is a global technology company, building the best way to move and manage the world’s money. Min fees. Max ease. Full speed. Whether people and businesses are sending money to another country, spending abroad, or making and receiving international payments, Wise is on a mission to make their lives easier and save them money. As part of our team, you will be helping us create an entirely new network for the world's money. For everyone, everywhere. More about our mission and what we offer .