Key responsibilities include:
· Design and deliver AI-powered applications, agents, copilots, task assistants, and workflow automations that improve digital product delivery, customer self-service, support operations, knowledge retrieval, vendor management, and internal productivity.
· Integrate AI services with customer portals, custom applications, workflow and service management platforms, knowledge and analytics systems, procurement and contract lifecycle processes, and AWS services.
· Lead AI solutions from business discovery and rapid prototyping through production deployment, adoption, performance measurement, and continuous improvement.
· Translate business needs into scalable technical designs in partnership with Digital Experience, Customer Experience, Service Operations, Product, Platform Engineering, Vendor Management, and other stakeholders.
· Define reusable engineering patterns for prompt frameworks, retrieval-augmented generation, text-to-SQL, semantic data models, agent workflows, evaluation, guardrails, human review, and workflow orchestration.
· Build secure, reliable, observable, and cost-effective AI applications using modern software engineering practices, APIs, Model Context Protocol, agent-to-agent services, cloud services, automation frameworks, and enterprise integration patterns.
· Measure solution value through automation rate, adoption, accuracy, customer satisfaction, productivity improvement, operational savings, and return on investment, while mentoring engineers, contractors, and implementation partners.