Senior 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 Senior Applied AI Engineer to join our digital innovation team and help revolutionize how we serve our primarily 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 designing 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 senior architects on system design partner with peer engineers on implementation and code quality and provide guidance and mentorship to junior developers. You will contribute to 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.Senior Applied AI EngineerUSA Louisville KY

AI Agent Development & Implementation

• Design build and maintain AI-driven conversational agents supporting customer engagement use cases from FAQs to transactional workflows (e.g. order management repair scheduling troubleshooting)
• Develop and implement conversation flows decision trees and dialog management logic aligned to defined architectures and best practices
• Craft and optimize AI copilots and other employee-facing agents to drive efficiency and strengthen process adherence.
• Partner with architects product owners and domain experts to translate business requirements into scalable maintainable AI solutions
• Contribute to the evolution of development standards reusable components and implementation patterns for AI agents

Agent Tuning & Optimization

• Configure train and tune AI/NLP models to improve intent recognition entity extraction and response quality
• Analyze agent performance metrics and interaction data to identify gaps and implement targeted improvements
• Support testing efforts including user acceptance testing and iterative refinement based on real-world feedback

Transactional Flows & System Integration

• Implement and support transactional conversational flows that integrate with backend systems (e.g. CRM ERP telephony)
• Develop and maintain APIs and service integrations that enable AI agents to perform real-time actions and retrieve customer data
• Ensure solutions meet security privacy and compliance requirements when handling customer data and executing transactions

Cross-Functional Collaboration

• Collaborate with development peers architects and program management to deliver high-quality solutions within established timelines
• Work with operations and customer experience teams to understand pain points and support the delivery of AI-driven improvements
• Provide technical guidance and mentorship to junior engineers and contribute to team knowledge sharing

Operational Support & Continuous Improvement

• Monitor and troubleshoot production issues ensuring reliability and performance of AI-driven systems
• Contribute to 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 or a related field.
• 5 years of relevant software engineering experience including at least 1 year working with AI use cases such as conversational AI or natural language processing in customer-facing solutions
• Proficiency with at least one cloud platform (e.g. AWS Azure GCP) particularly for event-driven and real-time architectures
• Hands-on 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 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
• Strong problem-solving skills with the ability to design solutions that balance customer experience and business objectives
• 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
• Experience using work management tools such as Jira Smartsheet or similar to manage backlogs track tasks/issues coordinate dependencies and communicate project status.

Preferred Qualifications:

• 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
• Familiarity with telephony services such as Amazon Connect Genesys NICE Five9 or similar platforms
• Knowledge of NLP models and how they can be fine-tuned for specific customer service applications.
• Background in customer journey mapping process automation or integrating AI with CRM systems (e.g. Salesforce).
• Passionate about continuous learning especially in the AI/ML field and driven by results.

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

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