Senior Software Engineer, AI

Are you driven by innovation and looking to thrive in a fast-paced, growing environment? Join us at Calabrio-Verint and be part of our dynamic team! Help us in reshaping the landscape of customer experience – where every interaction becomes an opportunity, and every insight drives meaningful change.

Calabrio-Verint are the trailblazers in customer experience intelligence! Revolutionizing the way organizations connect with their customers, we empower businesses to elevate every interaction to new heights. Our cutting-edge cloud platform, coupled with AI-driven analytics tools, unlocks the true essence of customer sentiment, turning data into actionable insights with lightning speed.

Calabrio-Verint is looking for a highly skilled and experienced Senior Software Engineer, AI to perform a key role in our digital transformation program, and deliver exceptional customer experience supported by trusted, and resilient business solutions. As an AI Software Engineer, you will design, build, deploy, and optimize AI-powered products and platforms, with a strong focus on LLM applications, agentic AI systems, applied machine learning, backend engineering, data pipelines, evaluation, and production operations. You will turn AI capabilities into reliable business solutions that are scalable, measurable, secure, and maintainable. 

This role is ideal for someone who can move beyond experimentation and deliver production-grade AI systems, including autonomous and semi-autonomous AI agents that can reason, plan, use tools, retrieve knowledge, and take actions safely within defined business workflows. Calabrio-Verint has embarked journey and is truly committed to establishing a value fabric that transforms its customer, employee, and stakeholder experiences through seamless integrated, agile, data-driven, and secure Digital Services. Such an endeavor requires leaders passionate about customer experience and committed to consistently delivering value while focusing on digital services with inherent trust and resilience. 

What you'll be doing:

• Design AI systems 
• Build end-to-end AI solutions using machine learning, deep learning, NLP, and generative AI technologies. 

• Develop LLM-powered applications 
• Create applications using foundation models, prompt engineering, retrieval-augmented generation, structured outputs, function/tool calling, and agent workflows. 
• Build agentic AI solutions 
• Design and implement AI agents that can plan, reason through multi-step tasks, interact with external tools and APIs, retrieve relevant context, and execute actions within controlled business processes. 
• Develop multi-agent and orchestration workflows 
• Create orchestrated AI systems where multiple agents or components collaborate to solve complex tasks, with clear control flow, observability, and fallback handling. 
• Productionize models and AI agents 
• Deploy, monitor, and maintain AI/ML models and agentic systems in production environments with strong reliability, performance, and safety standards. 
• Build data and inference pipelines 
• Develop pipelines for ingestion, preprocessing, vector search, model inference, agent memory/context management. 
• Improve quality and evaluation 
• Define offline and online evaluation frameworks for model quality, latency, safety, task completion, agent reliability, and business outcomes. 
• Optimize performance and cost 
• Improve model selection, prompt efficiency, agent orchestration, latency, throughput, caching, token usage, and serving efficiency. 
• Ensure governance and safety 
• Apply best practices for security, privacy, responsible AI, model risk controls, guardrails, agent permissions, compliance, and human-in-the-loop review where needed. 

We're looking for:

• Problem solver - devise and implement advanced NLP algorithms and LLM models to address intricate challenges in Conversation Intelligence analytics.

• Strong team player – works with internal and external stakeholders to solve problems and actively incorporate input from various sources.

• Excellent communication skills and collaborative working style.

• Ability to think “out of the box”, strong critical thinking and analytical skills.

• Bachelor’s degree in Computer Science, Engineering, or a related field required. Master’s degree preferred. 
• 5+ years of end-to-end experience training, evaluating, testing, deploying, and monitoring machine learning models in production. 
• Hands-on experience building applications with LLMs, prompt engineering, retrieval-augmented generation, structured outputs, and model evaluation. 
• Experience with frameworks or platforms for LLM and agent orchestration, such as LangChain, LangGraph, Strands AI, or equivalent architectures. 
• Experience designing or building AI agents that use planning, memory, tool calling, workflow orchestration, agent-to-agent and external system integration to complete multi-step tasks. 
• Strong experience with Python and backend frameworks such as Flask or Django for building production APIs and AI services. 
• Strong understanding of machine learning fundamentals and practical experience with NLP tasks such as text classification, NER, clustering, topic modeling, semantic search, and conversational AI. 
• Experience with fine-tuning LLMs and transformer-based models such as BERT, RoBERTa, ALBERT, and a solid understanding of tokenizers, embeddings, pre-trained models, and adaptation techniques. 
• Experience with SQL and NoSQL databases, vector databases or embedding stores, and data pipelines for AI applications. 
• Experience with model serving, observability, evaluation, error analysis, prompt/version management, and monitoring of AI systems in production. 
• Familiarity with Linux systems and standard software engineering practices including testing, CI/CD, APIs, and version control. 

Nice to have: 

• Experience with AWS, Azure, or GCP 

• Experience with Docker and Kubernetes 

• Experience with ETL and Data Engineering projects 

• Experience with PostgreSQL, Snowflake, or MongoDB 

• Experience with Kubeflow, or Airflow 

You've learned about what you'll be doing, here are some of the benefits you'll be getting when you join Calabrio:  

• Global team recognized for their passion and innovation  

• Innovative product culture and project exposure  

• Training and development from industry-leading experts  

• Cutting edge benefit programs that include: medical and dental insurance, disability and life insurance, flexible PTO, paid holidays and parental leave, and more  

• We offer market competitive pay and benefits based upon the candidate’s skills, experience, and qualifications. Starting rate of pay for this salaried position is targeted at 95,000 CAD.

Calabrio People are: Open, Clear, Ambitious, Accountable, Collaborative, Consistent 

What we value most…workplace diversity and ensuring an environment of mutual respect.  We believe that diversity and inclusion are critical to our success, and we are proud to be an equal opportunity employer. Our commitment is to continue to keep our people healthy, focused, and inspire creativity.  Our team members are offered comprehensive benefits for various life circumstances and needs, great opportunities for career development, and a balanced work-life to achieve personal and professional success (all benefits are subject to eligibility requirements). As an Innovator with Purpose, you’ll feel motivated and genuinely excited to come to work! 

Calabrio celebrates and fosters a culture that thrives on diversity. We are an Equal Opportunity Employer that prohibits discrimination and harassment of any kind. We provide employees with a work environment free of discrimination and harassment. All employment decisions at Calabrio are based on business needs, job requirements, and individual qualifications, without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status, parental status, or any other status protected by the laws or regulations in the locations where we operate. We celebrate the >40 nationalities of team members that contribute to our success. 

We recognize diversity comes in many forms, to foster an inclusive hiring experience any applicants who qualify under the Americans with Disabilities Act, as amended, or applicable state law, who are unable to comply with Calabrio’s application process due to their disability may be eligible for a reasonable accommodation. Request for accommodation in the application process can be made by emailing [email protected]. An applicant requesting accommodation may be required to provide support for the requested accommodation. Calabrio will only share information concerning an applicant’s requested accommodation with those individuals who have a specific need to know such information. 

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