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This role is essential for enhancing artificial intelligence (AI) models that support customer service automation within the organization. It primarily focuses on optimizing AI performance through techniques such as prompt engineering, fine-tuning, and developing AI tools and workflows. The role involves architecting advanced agentic AI systems to improve reasoning and interaction capabilities across complex workflows. Success is measured by the reliability, accuracy, and efficiency of AI models meeting strategic objectives and customer satisfaction goals. The work directly impacts organizational AI capabilities and improves customer service operations through seamless integration of AI enhancements.
Responsibilities:
- Optimize AI performance through prompt engineering and fine-tuning to enhance customer service automation
- Develop AI tools and workflows to support implementation of advanced AI systems within customer service operations
- Architect sophisticated agentic AI systems to improve reasoning and interaction capabilities across complex workflows
- Collaborate with cross-functional teams to ensure seamless integration of AI-driven enhancements into production systems
- Evaluate the reliability, accuracy, and efficiency of AI models to ensure alignment with strategic objectives and customer satisfaction
- Conduct ongoing research to stay updated with the latest AI technologies and methodologies applicable to customer service
- Also responsible for other duties/projects as assigned by business management as needed
Knowledge, Skills and Abilities:
Required:
- Data Management/Data Modeling - Retrieval Augmented Generation (RAG); Vector Databases/Embeddings
- Prompt Engineering - LLM orchestration and RAG workflow design
- Python - LLM Orchestration Frameworks, e.g., LangChain, ADK
- Cloud Computing - RAG deployment, LLM application infrastructure, vector database/cloud AI services
- Data Analysis
- Model Tuning
- Customer-Focused
- Collaboration
Education and Work Experience:
- Bachelor's Degree Bachelor’s degree plus 5 years of related work experience
OR advanced degree with 3 years of related work experience
OR combination of education and experience deemed equivalent (Required) - Acceptable areas of study include Computer Science, Artificial Intelligence, or Related Field
Master's/Advanced Degree Computer Science, Artificial Intelligence, or Data Science (Preferred) - 4-7 years Experience in developing and optimizing AI models for customer service automation using advanced techniques such as prompt engineering and fine-tuning. (Preferred)
- 4-7 years Experience in architecting and deploying sophisticated agentic AI systems to enhance reasoning and interaction capabilities in complex workflows. (Preferred)
- 4-7 years Experience in collaborating with cross-functional teams to integrate AI-driven enhancements into production systems. (Preferred)
Licenses and Certifications:
- Certified Analytics Professional (CAP): Certification that endorses an individual's expertise in analytics, including the ability to transform complex data into valuable insights and actions, which is crucial for optimizing AI models in customer service automation. (Preferred)
- NVIDIA Deep Learning AI Certification: This certification demonstrates proficiency in designing and deploying deep learning AI applications, relevant for enhancing AI model performance in complex systems like customer service workflows. (Preferred)
- Certified Data Scientist (CDS): Certification that validates the skills required to analyze data scientifically and use it for operational improvements, which supports the development and optimization of AI tools and workflows. (Preferred)
- At least 18 years of age
- Legally authorized to work in the United States
Travel:
Travel Required (Yes/No): No
DOT Regulated:
DOT Regulated Position (Yes/No): No
Safety Sensitive Position (Yes/No): No
***The pay range below is the "National Pay Range" and does not reflect the actual range for the locations listed. Please click on the link at the end of the second paragraph below to see the "actual" pay range for each location.
Total Target Cash Earnings Opportunity: $153,065 - $276,115
National Base Pay Range: $133,100 - $240,100
The Total Target Cash Earnings Opportunity represents the expected total cash compensation for this role at target performance, combining base salary and annual incentive opportunity. Actual earnings may be higher or lower depending on individual performance and overall company results.
The base pay range reflects the compensation component of this opportunity. The candidate’s actual pay will be based on various factors, such as work location, qualifications, and experience, so the actual starting pay will vary within this range. To find the pay range for this role based on hiring location, https://paylookup.t-mobile.com/paylookup?reqID=REQ372480¶dox=1
At T-Mobile, employees in regular, non-temporary roles are eligible for an annual bonus or periodic sales incentive or bonus, based on their role. Corporate employees are eligible for a year-end bonus based on individual and/or company performance and which is set at a percentage of the employee’s eligible earnings in the prior year. Certain positions in Customer Care are eligible for monthly bonuses based on individual and/or team performance. The incentive component included in the Total Target Cash Earnings Opportunity reflects target performance. Actual earnings included in the Total Target Cash Earnings Opportunity reflect target performance; actual payouts may vary.
At T-Mobile, our benefits exemplify the spirit of One Team, Together! A big part of how we care for one another is working to ensure our benefits evolve to meet the needs of our team members. Full and part-time employees have access to the same benefits when eligible. We cover all of the bases, offering medical, dental and vision insurance, a flexible spending account, 401(k), employee stock grants, employee stock purchase plan, paid time off and up to 12 paid holidays - which total about 4 weeks for new full-time employees and about 2.5 weeks for new part-time employees annually - paid parental and family leave, family building benefits, back-up care, enhanced family support, childcare subsidy, tuition assistance, college coaching, short- and long-term disability, voluntary AD&D coverage, voluntary accident coverage, voluntary life insurance, voluntary disability insurance, and voluntary long-term care insurance. We don't stop there - eligible employees can also receive mobile service & home internet discounts, pet insurance, and access to commuter and transit programs! To learn about T-Mobile’s amazing benefits, check out www.t-mobilebenefits.com.
Never stop growing!
As part of the T-Mobile team, you know the Un-carrier doesn’t have a corporate ladder–it’s more like a jungle gym of possibilities! We love helping our employees grow in their careers, because it’s that shared drive to aim high that drives our business and our culture forward. By applying for this career opportunity, you’re living our values while investing in your career growth–and we applaud it. You’re unstoppable!
T-Mobile USA, Inc. is an Equal Opportunity Employer. All decisions concerning the employment relationship will be made without regard to age, race, ethnicity, color, religion, creed, sex, sexual orientation, gender identity or expression, genetic information, national origin, religious affiliation, marital status, citizenship status, veteran status, the presence of any physical or mental disability, or any other status or characteristic protected by federal, state, or local law. Discrimination, retaliation or harassment based upon any of these factors is wholly inconsistent with how we do business and will not be tolerated.
Talent comes in all forms at the Un-carrier. If you are an individual with a disability and need reasonable accommodation at any point in the application or interview process, please let us know by emailing ApplicantAccommodation@t-mobile.com or calling 1-844-873-9500. Please note, this contact channel is not a means to apply for or inquire about a position and we are unable to respond to non-accommodation related requests.
