Principal Applied AI Engineer

At GE Appliances a Haier company we come together to make good things for the fastest-growing appliance company in the U.S. were powered by creators thinkers and makers who believe that anything is possible and that theres always a better believe in the power of our people and in giving them the freedom to explore discover and build good things together.

The GE Appliances philosophy backed by three simple commitments defines the way we work invent create do business and serve our communities:we come togetherwe always look for a better way andwe create possibilities.

Interested in joining us on our journey

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 were 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.
Youll 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.Principal Applied AI EngineerUSA Louisville KYOther KY US

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 customers 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

• Bachelors or Masters 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:

• Masters 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.

GE Appliances is an Equal Opportunity Employer. Employment decisions are made without regard to race color religion national or ethnic origin sex sexual orientation gender identity or expression age disability protected veteran status or other characteristics protected by law.

GE Appliances participates in E-Verify and will provide the federal government with your Form I-9 information to confirm that you are authorized to work in the U.S

If you are an individual with a disability and need assistance or an accommodation to use our website or to apply please send an e-mail

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.

GE Appliances is an Equal Opportunity Employer. Employment decisions are made without regard to race color religion national or ethnic origin sex sexual orientation gender identity or expression age disability protected veteran status or other characteristics protected by law.

GE Appliances participates in E-Verify and will provide the federal government with your Form I-9 information to confirm that you are authorized to work in the U.S

If you are an individual with a disability and need assistance or an accommodation to use our website or to apply please send an e-mail