Sr AI Engineer

Sr AI Engineer

Are you ready to redefine the future of customer service with the power of AI? As a Sr AI Engineer on the IntentCX team, you will drive the optimization and orchestration of AI models that power T-Mobile's customer service automation. Your role will focus on enhancing model outputs by leveraging the latest in prompt engineering and optimization, fine-tuning, and agentic AI systems. You'll design advanced tools and workflows that empower AI to think, reason, and respond in ways that feel genuinely human, tackling the most complex challenges in customer service. Partnering with diverse teams across the company, you'll see your innovations move swiftly from concept to reality, directly impacting customer satisfaction and setting new standards for reliability and efficiency. This role is ideal for an LLM expert and AI systems builder who thrives on leveraging prompt engineering, retrieval-augmented generation (RAG), and function calling to improve AI-driven customer interactions at scale.

Responsibilities :

• Builds agentic AI systems that accomplish complex tasks by invoking AI models as well as internal and third-party tools using APIs, ensuring seamless data flow in production environments
• Optimizes performance of agentic AI systems through innovative techniques such as prompt engineering, fine-tuning and reinforcement learning using T-Mobile's customer interaction data
• Develops AI tools, workflows, and middleware to enhance model capabilities, such as structured reasoning, multi-step task execution, and improved contextual memory.
• Implements retrieval-augmented generation (RAG) techniques to ensure AI responses are contextually accurate and grounded in real-time data.
• Collaborates in a highly matrixed environment with backend engineers, business experts and conversation designers to ensure AI-driven enhancements are effectively integrated into production environments
• Tracks success metrics that aligns with business requirements and continuously evaluate and improve model quality based on those metrics
• Develops internal tooling and automation to streamline AI deployment, evaluation, and self-improvement mechanisms.
• Monitors real-world AI performance and proactively iterates on model behavior based on live interaction data.
• Stays up-to-date with latest LLM advancements in prompt design, prompt optimization, few-shot learning, Tool integration protocols like MCP and AI orchestration frameworks like Agent SDK

Knowledge, Skills, and Abilities :

Soft Skills :

Education :

Travel : Travel Required (Yes / No) : No

DOT Regulated : DOT Regulated Position (Yes / No) : No Safety Sensitive Position (Yes / No) : No

Base Pay Range : $120,700 - $217,800 Corporate Bonus Target : 15%

The pay range above is the general base pay range for a successful candidate in the role. The successful 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.

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. Most Corporate employees are eligible for a year-end bonus based on company and / or individual 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.

To learn more about T-Mobile's benefits, visit .

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, 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 contact us by emailing ApplicantAccommodation@ or calling 1-844-873-9500.