Senior Software Engineer - Contact Automation - AI

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.