Senior Software Engineer - Contact Automation - AI

About the team:

Wise's Contact Automation team builds AI-powered automation to resolve customer queries effectively as part of the Wise Assistant. The team is distributed across Budapest, New York, and London.

What you'll do:

• Lead the design and deployment of scalable components for the Wise Assistant, including a core Java microservice consuming Kafka messages.
• Own intent detection systems and contact processing pipelines.
• Design and implement solutions leveraging foundational LLM models via AWS Bedrock.
• Own routing logic that connects customers to various automation solutions (templates, RAG, LLM workflows, AI agents, vendor solutions).
• Manage technical integration with third-party AI Agent vendors.
• Optimize platform performance and scalability.
• Mentor engineering team members.

What you'll need:

• AI/ML experience applying LLMs in production environments.
• Deep microservices expertise with strong Java proficiency in event-driven architecture (Kafka).
• Relational and non-relational database experience.
• RESTful API design and deployment.
• Production-grade RAG (Retrieval Augmented Generation) system experience.
• Familiarity with LLM evaluation frameworks (evals).
• Hands-on AWS Bedrock experience.
• Familiarity with agentic workflows, AI agent solutions, and multi-agent systems.
• Customer support automation background.
• Excellent communication and collaboration abilities.
• Best coding practices including thorough code reviews.
• Impact-oriented, pragmatic problem-solving approach.