Senior Software Engineer - Contact Automation - AI

Location: Global

Team: General

About the Role

As a Senior Software Engineer in the Contact Automation - AI team at Wise, you'll be a key technical leader shaping the future of customer support through the Wise Assistant. Drive end-to-end solutions to automate real customer issues using Java microservices, Kafka, Typescript, Python, and cutting-edge AI like AWS Bedrock LLMs, RAG, and AI agents. Tackle complex challenges to boost customer experience and operational efficiency in a high-impact, autonomous team. Work agile and collaboratively across Budapest, New York, and London with product managers, designers, analysts, and data scientists. Lead intent detection, processing pipelines, vendor integrations, and scalable systems while mentoring engineers and refining conversational flows for maximum impact. Join Wise's global mission to build the best way to move money worldwide. We're diverse, inclusive, and committed to your growth in a flexible, innovative environment.

Key Responsibilities

• Lead the design, development, and deployment of scalable, resilient, and high-performance components for the Wise Assistant, including core Java microservice consuming Kafka messages, Typescript, and Python codebases
• Take ownership of intent detection systems, contact processing pipelines, and routing logic connecting customers to automation solutions (templates, RAG, LLM workflows, AI agents, Vendor solutions)
• Design and implement solutions leveraging foundational LLM models (AWS Bedrock) to resolve customer queries effectively
• Lead and manage technical integration with third-party AI Agent vendors, ensuring seamless and robust connectivity
• Continuously improve performance, reliability, and scalability of the automation platform
• Collaborate with content designers to implement and refine automated conversational flows
• Provide technical guidance and mentorship to other engineers

Required Qualifications

• AI Engineering Experience: Experience in applying AI/ML concepts, particularly LLMs, to solve real-world problems in production environments
• Deep experience in designing, building, and maintaining microservices
• 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
• Excellent communication and interpersonal skills for collaborating with diverse teams

Preferred Qualifications

• 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
• Familiarity with Agentic workflows, AI Agent solutions, and multi-agent systems
• Prior experience in automating customer support and servicing operations

Required Skills

• Java (event-driven architecture, Kafka)
• Typescript
• Python
• Microservices design and development
• Relational and non-relational databases
• RESTful APIs
• LLMs and AI/ML concepts
• AWS Bedrock
• RAG systems
• Intent detection and routing logic

Benefits

• RSUs (stock options)
• Flexible working
• Parental leave
• Learning budget
• Paid sabbatical after 4 years
• Health insurance
• Company retreat
• Wise card

Wise is an equal opportunity employer committed to building a diverse workforce.