Senior Software Engineer - Contact Automation - AI

Senior Software Engineer - Contact Automation - AI at Wise

Wise is a global technology company, building the best way to move and manage the world’s money. We offer min fees, max ease, and full speed for sending money, spending abroad, or making and receiving international payments. Our mission is to make lives easier and save money for people and businesses, helping to create an entirely new network for the world's money.

About The Role

As a Senior Software Engineer in the Contact Automation team, you will be a pivotal technical leader shaping the future of customer support at Wise. This high-impact role involves driving the vision and end-to-end solutions for the Wise Assistant, tackling complex engineering challenges to automate real customer issues, and significantly improving customer experience and operational efficiency.

How We Work

We operate in an agile fashion, fostering close collaboration between engineers, product managers, content designers, analysts, and data scientists. You'll work within cross-functional teams to design, build, and iterate on solutions that deliver tangible customer value. Our team is distributed across 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, including our core Java microservice consuming Kafka messages, and contributing to Typescript and Python codebases.
• Take ownership of our intent detection systems, contact processing pipelines, and the routing logic connecting customers to various automation solutions (templates, RAG, LLM workflows, AI agents, Vendor solutions).
• Innovate with AI by designing and implementing solutions leveraging foundational LLM models (AWS Bedrock) to effectively resolve customer queries.
• Lead and manage the technical integration with third-party AI Agent vendors, ensuring seamless and robust connectivity.
• Continuously improve the performance, reliability, and scalability of our automation platform to handle growing volumes and complexity.
• Collaborate closely with content designers to implement and refine automated conversational flows, ensuring a high-quality user experience.
• Provide technical guidance and mentorship to other engineers, fostering a culture of engineering excellence and continuous learning.

Qualifications

We understand it's uncommon to have all skills, and we support learning. If you possess many of the skills listed and are eager to grow, we encourage you to apply!

• Experience in applying AI/ML concepts, particularly LLMs, to solve real-world problems in production environments.
• Pragmatic and impact-oriented approach, committing to quality and solving underlying customer problems.
• Excellent communication and interpersonal skills, with a talent for collaborating effectively with diverse teams.
• Deep experience in designing, building, and maintaining microservices, with strong proficiency in Java, particularly in an event-driven architecture (e.g., Kafka).
• Solid experience with both relational and non-relational databases, including query optimization and schema design.
• Proven ability in designing, deploying, and maintaining clean, well-documented RESTful APIs.
• A firm believer in and practitioner of best coding practices, including thorough code reviews, automated testing, and open feedback.
• Experience building and fine-tuning production-grade RAG (Retrieval Augmented Generation) systems.
• Experience with designing and implementing evaluation frameworks (evals) for LLM-based solutions.
• Hands-on experience with AWS Bedrock and its enterprise features for deploying and managing LLMs.
• Familiarity with Agentic workflows, AI Agent solutions, and multi-agent systems.
• Prior experience in automating customer support and servicing operations.

Additional Information

Wise is committed to building money without borders for everyone, everywhere, embracing diversity, equity, and inclusion. We believe strong teams are diverse and inclusive. Visit Wise.Jobs or follow us on LinkedIn and Instagram to learn more about life at Wise.

Key skills/competency

• AI Engineering
• Large Language Models (LLMs)
• Java Microservices
• Kafka
• Event-driven architecture
• RESTful APIs
• RAG systems
• AWS Bedrock
• Database optimization
• Customer Support Automation