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About the role
- Implement a comprehensive Agentic AI program focused on customer service, integrating platform architecture, agent engineering, governance and organizational adoption so the client can operate service agents at scale in a secure, standardized and value-driven way.
- Build a hybrid cloud architecture using Oracle and GCP services as well as market-standard frameworks such as LangChain, MCP Server and LangFuse.
- Provide oversight of both the technical foundation and the governance, enablement and results-management mechanisms required—specifically for the Customer Service Agents area.
- Develop and maintain data pipelines for performance analysis of conversational agents and service systems;
- Define, monitor and evolve service and LLM metrics (SLA, CSAT, latency, token usage, quality score, hallucination rate);
- Operationalize data collection, governance and observability in BigQuery, build dashboards in Looker and integrate AI data into business systems;
Requirements
- Strong experience in Data Analysis or BI with a focus on service/contact metrics;
- Proficiency in SQL, BigQuery and visualization tools, especially Looker;
- Knowledge of data architecture, logging, tracing and observability for applications and LLMs;
- Hands-on experience with LLMs, conversational agents and generative AI, including quality metrics and model tuning;
- Experience with LangChain, LangGraph, LangFlow and monitoring platforms (LangSmith, Langfuse, PromptFlow, Phoenix);
- Experience in contact center environments, chatbots and modern integrations (MCP, APA);
Benefits
- Remote 📊 Check your resume score for this job Improve your chances of getting an interview by checking your resume score before you apply. Check Resume Score
Applicant Tracking System Keywords
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Hard Skills & Tools
Data AnalysisSQLBigQueryData ArchitectureLoggingTracingObservabilityLLMsConversational AgentsGenerative AI