Conversational AI Engineer

About The Team

Our Content Strategy team at Zillow is a collaborative group of strategists, technologists, content managers, and editors focused on creating engaging content that drives business results. We work closely with marketing, product, enablement, and frontline teams to ensure consistent messaging across all touchpoints. As part of Zillow Group’s Customer Experience Operations, we provide our customer-facing partners and self-service help sites with the necessary tools and resources to deliver exceptional service and help people achieve their next life chapter.

About The Role

As a Conversational AI Engineer at Zillow, you will play a pivotal role in transforming our self-service experience into an interactive, agent-driven chat interface. Your contributions will directly influence how customers and internal teams access information, resolve issues, and interact with Zillow’s products. You will utilize machine learning and language models to deliver relevant, accurate help content, streamline workflows, and ensure a seamless, trustworthy customer journey.

Key Responsibilities

• Design, build, and deploy intelligent chat agents and automated workflows to efficiently resolve common customer and frontline issues.
• Integrate core systems, such as Salesforce, with AI tools to create a unified, compliant user experience.
• Develop and optimize prompts to ensure the AI delivers accurate, relevant answers and helpful content.
• Evaluate, onboard, and manage AI/ML tools and emerging technologies to continuously enhance system performance.
• Implement safeguards and monitoring mechanisms to maintain accuracy, prevent misinformation, and foster user trust.
• Collaborate cross-functionally with Product, Engineering, QA, Content, and Analytics teams to embed conversational AI into overall business strategy and track its performance.
• Apply machine learning and large language models to significantly improve natural language understanding and generation capabilities in our chat agents.

Who You Are

• A solutions-oriented engineer (applications, AI, or similar) with a strong passion for human-centered design and building reliable, scalable conversational AI systems.
• Possess 5+ years of experience in a technical role building and supporting production applications (e.g., applications engineer, AI solutions engineer, Salesforce developer, or similar), including at least 2 years specifically focused on conversational AI, chatbots, or agentic systems.
• Hands-on experience working with CRM platforms (especially Salesforce) and collaborating with engineering teams to integrate them with AI/ML technologies and conversational agents.
• Skilled at leveraging existing machine learning and large language model services and tooling for natural language understanding and generation (without the expectation to build models from scratch).
• Strong background in working with system integrations and APIs to enable seamless data flow across platforms, and in defining integration requirements in collaboration with software engineers.
• Experience with QA tooling and monitoring for AI performance and accuracy.
• Understanding of content performance metrics and the technical implementation required for measurement and A/B testing.
• Experience reading and making light updates to code (e.g., Python, JavaScript, Apex) to accelerate experimentation and collaborate effectively with engineering; this is not a heavy coding role.
• Bachelor’s degree in Computer Science, Engineering, or a related technical field, or equivalent practical experience.

Key skills/competency

• Conversational AI
• Machine Learning
• Large Language Models
• Natural Language Understanding (NLU)
• Natural Language Generation (NLG)
• Salesforce Integration
• API Integration
• Chatbot Development
• AI/ML Tools Management
• System Monitoring & QA