Conversational AI Engineer

About the teamOur Content Strategy team is a collaborative group of strategists, technologists, content managers, and editors dedicated to creating engaging content that drives business results. We partner closely with marketing, product, enablement, and frontline teams to ensure our messaging resonates across all touchpoints. As part of Zillow Group’s Customer Experience Operations, we empower our customer-facing partners and self-service help sites with the tools and resources needed to deliver exceptional service and help people unlock life’s next chapter.

About the role

As a Conversational AI Engineer, you will play a key role in transforming our self-service experience into an interactive, agent-driven chat interface. Your work will directly impact how customers and internal teams access information, resolve issues, and experience Zillow’s products. You will leverage machine learning and language models to deliver relevant, accurate help content, modernize workflows, and ensure a seamless, trustworthy customer journey.

You Will Get To

• Design, build, and deploy intelligent chat agents and automated workflows to resolve common customer and frontline issues.

• Integrate core systems (such as Salesforce) with AI tools to create a unified, compliant user experience.

• Develop and optimize prompts to ensure the AI delivers accurate, relevant answers and help content.

• Evaluate, onboard, and manage AI/ML tools and emerging technologies to enhance system performance.

• Implement safeguards and monitoring to maintain accuracy, prevent misinformation, and build user trust.

• Collaborate with Product, Engineering, QA, Content, and Analytics teams to embed conversational AI into business strategy and track performance.

• Apply machine learning and large language models to improve natural language understanding and generation in our chat agents.

This role has been categorized as a Remote position. “Remote” employees do not have a permanent corporate office workplace and, instead, work from a physical location of their choice, which must be identified to the Company. U.S. employees may live in any of the 50 United States, with limited exceptions.

In California, Connecticut, Maryland, Massachusetts, New Jersey, New York, Washington state, and Washington DC the standard base pay range for this role is $136,300.00 - $217,700.00 annually. This base pay range is specific to these locations and may not be applicable to other locations. In Colorado, Hawaii, Illinois, Minnesota, Nevada, Ohio, Rhode Island, and Vermont the standard base pay range for this role is $129,500.00 - $206,900.00 annually. The base pay range is specific to these locations and may not be applicable to other locations.

In addition to a competitive base salary this position is also eligible for equity awards based on factors such as experience, performance and location. Actual amounts will vary depending on experience, performance and location. Employees in this role will not be paid below the salary threshold for exempt employees in the state where they reside.

Who you are

• Solutions-oriented engineer (applications, AI, or similar) with a passion for human-centered design and building reliable, scalable conversational AI systems.

• 5+ years in a technical role building and supporting production applications (e.g., applications engineer, AI solutions engineer, Salesforce developer, or similar), including at least 2 years focused on conversational AI, chatbots, or agentic systems.

• Hands-on experience working with CRM platforms (especially Salesforce) and partnering with engineering teams to integrate them with AI/ML technologies and conversational agents.

• Skilled at leveraging existing machine learning and large language model services and tooling for natural language understanding and generation (no expectation to build models from scratch).

• Strong background in working with system integrations and APIs to enable seamless data flow across platforms, and in defining integration requirements in collaboration with software engineers.

• Experience with QA tooling and monitoring for AI performance and accuracy.

• Understanding of content performance metrics and the technical implementation required for measurement and A/B testing.

• Experience reading and making light updates to code (e.g., Python, JavaScript, Apex) to accelerate experimentation and collaborate effectively with engineering; this is not a heavy coding role.

• Bachelor’s degree in Computer Science, Engineering, or a related technical field, or equivalent practical experience.

Here at Zillow, we value the experience and perspective of candidates with non-traditional backgrounds. We encourage you to apply if you have transferable skills or related experiences.

Get to know us

At Zillow, we’re reimagining how people move—through the real estate market and through their careers. As the most-visited real estate platform in the U.S., we help customers navigate buying, selling, financing and renting with greater ease and confidence. Whether you're working in tech, sales, operations, or design, you’ll be part of a company that's reshaping an industry and helping more people make home a reality.

Zillow is honored to be recognized among the best workplaces in the country. Zillow was named one of FORTUNE 100 Best Companies to Work For® in 2025, and included on the PEOPLE Companies That Care® 2025 list, reflecting our commitment to creating an innovative, inclusive, and engaging culture where employees are empowered to grow.

No matter where you sit in the organization, your work will help drive innovation, support our customers, and move the industry—and your career—forward, together.

Zillow Group is an equal opportunity employer committed to fostering an inclusive, innovative environment with the best employees. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status. If you have a disability or special need that requires accommodation, please contact your recruiter directly.

Qualified applicants with arrest or conviction records will be considered for employment in accordance with applicable state and local law.

Los Angeles County applicants: Job duties for this position include: work safely and cooperatively with other employees, supervisors, and staff; adhere to standards of excellence despite stressful conditions; communicate effectively and respectfully with employees, supervisors, and staff to ensure exceptional customer service; and follow all federal, state, and local laws and Company policies. Criminal history may have a direct, adverse, and negative relationship with some of the material job duties of this position. These include the duties and responsibilities listed above, as well as the abilities to adhere to company policies, exercise sound judgment, effectively manage stress and work safely and respectfully with others, exhibit trustworthiness and professionalism, and safeguard business operations and the Company’s reputation. Pursuant to the Los Angeles County Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.