Senior AI Engineer (Agents)

Workato, Inc.

Job Overview

Location

Singapore

Job Type

Full-time

Full Job Description

📋 Description

• Design and implement advanced AI/ML systems focused on SLMs, LLMs, AI Agents, and search architectures to power enterprise-scale automation.
• Build production-grade conversational AI interfaces that handle multi-turn, low-latency chat and voice interactions, maintain context across sessions, and seamlessly escalate to human agents when needed.
• Develop scalable AI pipelines for data processing, model training, fine-tuning, benchmarking (including dual-control and fluid model techniques), and serving AI models in production.
• Implement feedback loops and continuous learning systems that incorporate customer satisfaction metrics, agent corrections, LLM evaluations, human evaluations, and conversation outcomes to iteratively improve model performance.
• Reinforce organizational policies by integrating knowledge bases, conversational data, and memory systems to ensure compliance and consistency across AI agent behavior.
• Create AI-driven analytics dashboards and reporting tools to track automation effectiveness, trace bottlenecks, identify customer pain points, and measure KPIs such as resolution time, containment rate, and customer satisfaction scores.
• Conduct quality assurance and management of AI agents by designing evals based on real customer conversations to validate performance and guide iterative improvements.
• Lead technical initiatives to integrate AI systems into existing Workato products and services, ensuring seamless interoperability and scalability.
• Collaborate with data scientists and ML researchers to productionize novel AI approaches, models, and architectures for enterprise use cases.
• Build knowledge bases and FAQ systems with dynamic content retrieval and self-learning capabilities derived from ongoing support interactions.
• Implement multi-channel support automation across chat, email, voice, and messaging platforms with consistent context handling and state management.
• Tune streaming ASR and TTS engines and speech-to-speech models to ensure domain-aware transcriptions and natural, context-sensitive voice interactions.
• Apply conversation mining techniques to extract customer intents, perform root cause analysis, detect sentiment, assess resolution quality, and evaluate policy adherence at enterprise scale.
• Utilize use case-based SLMs for real-time agent coaching and recommendation systems that enhance agent performance during live interactions.
• Design and implement REST APIs, Pub-Sub architectures, and integration patterns to connect AI systems with enterprise applications and data sources.
• Apply A/B testing and experimentation frameworks to validate AI feature iterations and measure impact on user outcomes.
• Ensure robust software architecture, scalability, security, and system design principles are upheld across all AI components.
• Deploy and manage AI systems using Docker, Kubernetes, and cloud platforms (AWS, GCP, or Azure) to support high availability and global scale.
• Work with relational and analytical databases such as PostgreSQL and ClickHouse to store, query, and analyze conversational and operational data.

🎯 Requirements

• Bachelor's degree in Computer Science or a related field, or equivalent practical experience
• 5+ years in backend software development using Python (strongly preferred), Golang, or Java
• Demonstrated experience building production AI systems including chatbots, virtual assistants, and automated support agents using SLMs and LLMs (commercial and open-source)
• Expertise in natural language understanding (NLU), intent classification, entity extraction, dialogue state tracking, and conversation flow management
• Expertise in tuning streaming ASR and TTS engines and speech-to-speech models for context-aware, natural voice interactions
• Expertise in conversation mining for intent detection, root cause analysis, sentiment, resolution, and policy adherence at enterprise scale

🏖️ Benefits

• Flexible, trust-oriented culture that empowers employees to take full ownership of their roles
• Emphasis on balancing productivity with self-care
• Vibrant and dynamic work environment
• Opportunity to work at a company recognized by Forbes as one of the top 100 private cloud companies in the world
• Opportunity to work at a company ranked by Deloitte as the 96th fastest growing tech company in North America
• Opportunity to work at a company ranked by Quartz as the #1 best company for remote workers

Skills & Technologies

Python

Java

PostgreSQL

AWS

Data Science

Senior

Remote

Degree Required

Ready to Apply?

Apply Externally

You will be redirected to an external site to apply.

Workato, Inc.

Visit Website

About Workato, Inc.

Workato provides low-code/no-code enterprise automation and integration software that connects applications, data, and business processes across cloud and on-premises systems. Its platform offers pre-built connectors, recipes, and AI-powered workflow orchestration for finance, HR, IT, sales, support, and marketing functions. The company enables organizations to automate tasks without extensive coding, reducing manual effort and accelerating digital transformation initiatives. Workato serves mid-market to large enterprises worldwide through a subscription-based SaaS model, emphasizing security, governance, and scalability for complex integrations.

View Company Profile

Get more remote jobs like this

Subscribe to the weekly newsletter for similar remote roles and curated hiring updates.

Weekly remote jobs and featured talent.

No spam. Only curated remote roles and product updates. You can unsubscribe anytime.