Job Type:
RegularWork Location:
Samsung Electronics America - Plano, TX 75023Overview:
2020 Companies, in partnership with Samsung Electronics America, is seeking an AI Process Innovation Manager
Pay: $130,000 annually
Location: Plano, TX office (On-site required)
Required: Bilingual in English and Korean
Work Authorization: Applicants must be authorized to work in the United States full-time without current or future visa sponsorship.
The Manager, AI Process Innovation, designs, develops, and deploys Agentic AI solutions and process automation workflows within Samsung's SEA Process Innovation Group. This role bridges AI technology and business operations, translating identified use cases into working production systems that drive measurable improvements in Care service quality and efficiency.
This position collaborates closely with the Sr. Manager, Korea HQ counterparts, and SEA business unit stakeholders to ensure AI implementations align with strategic priorities and are delivered on time and within scope.
What's in it for you?
- Receive a competitive salary, paid weekly
- Next-day pay on-demand with DailyPay
- Health/Dental/Vision benefits
- 401K Program with matching
- Paid Time Off
- Paid Holidays
- Scholarship opportunities for employees and direct family members
- Employee Assistance Program
- Leadership Development Program
Job Description:
Role and Responsibilities
- Agentic AI Development: Design, build, and deploy multi-agent AI workflows using frameworks such as LangGraph, AutoGen, or CrewAI; implement agent orchestration, tool-calling, memory, and guardrail logic for production Care operation use cases
- AI Use Case Discovery & Implementation: Identify, document, and prioritize AI use cases in collaboration with business stakeholders across Care functions (contact center automation, intelligent case routing, knowledge assistant, quality monitoring); lead full implementation lifecycle from PoC through production
- MCP Server Development: Develop and maintain MCP (Model Context Protocol) servers that expose enterprise data and capabilities to AI agents; design tool definitions, authentication, and response schemas
- API & System Integration: Build and maintain API integrations connecting AI agents to internal systems (CRM, ticketing, ERP, knowledge bases) and external services; develop RESTful APIs and webhook handlers
- Database Design & Management: Design and manage databases supporting AI applications: configure vector stores for RAG pipelines, maintain relational schemas for application data, and optimize query performance for real-time AI inference
- Low-Code Automation: Develop process automation solutions using low-code platforms (e.g., Microsoft Power Automate, Power Apps, or equivalent) to accelerate delivery of repetitive process improvements
- Environment Configuration: Set up and maintain full AI development and production environments: LLM API configuration, containerization (Docker/Kubernetes), CI/CD pipelines, monitoring dashboards, and logging infrastructure
- Process Analysis & Improvement: Conduct as-is process mapping and gap analysis for target business processes; translate findings into AI-augmented to-be designs and document implementation specifications
- Quality Assurance & Governance: Develop evaluation frameworks for AI agent outputs; monitor production model performance, hallucination rates, and latency; implement feedback loops and continuous improvement cycles
Qualifications:
- Bachelor's degree in Computer Science, Software Engineering, Information Systems, or related field
- 5–8 years of experience in software development, process automation, or AI/ML implementation
- Hands-on experience building and deploying Agentic AI systems in production — including multi-agent orchestration, tool integration, and autonomous task execution (required)
- Proficiency in Python; experience with AI/ML libraries (LangChain, LangGraph, AutoGen, OpenAI SDK, Hugging Face Transformers)
- Experience designing and building MCP (Model Context Protocol) servers and connecting agents to enterprise APIs and databases
- Strong API development and integration skills: REST, GraphQL, OAuth2/JWT authentication, API gateway configuration
- Database experience: vector databases (Pinecone, Weaviate, Chroma, pgvector), relational databases (PostgreSQL, MySQL), NoSQL (MongoDB, Redis)
- Experience with cloud AI services: Azure OpenAI, AWS Bedrock, Google Vertex AI, or equivalent
- Low-code development experience (Microsoft Power Platform, Appian, or equivalent) preferred
- Experience with containerization and deployment: Docker, Kubernetes, CI/CD pipelines (GitHub Actions, Azure DevOps)
- Background in Customer Service, Care operations, or service industry processes strongly preferred
- Ability to clearly communicate technical designs and implementation status to non-technical business stakeholders
- Korean language proficiency preferred for collaboration with Korea HQ
- Self-directed and results-oriented; comfortable managing multiple concurrent workstreams
- Skilled in use of Microsoft Office, including Excel, PowerPoint, and Word
- Willing to work on-site at the Dallas, TX office
- This is a BPO contract position
What You Can Expect From 2020 Companies
We welcome every voice, and we are committed to building a truly inclusive environment where your differences are not just welcomed, they are celebrated. We are always identifying opportunities to encourage our team to be their authentic selves, while working to provide a best-in-class experience for our employees. Whether that’s paid holidays, long-term career pathing options, personal development opportunities or professional stretch assignments, you can expect 2020 Companies to support you.
2020’s Commitment
We are committed to creating a diverse and inclusive organization and are proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, pregnancy, disability, age, veteran status, or other dimensions of identity.
Skills Required
- Bachelor's degree in Computer Science, Software Engineering, Information Systems, or a related field
- 5-8 years of experience in software development, process automation, or AI/ML implementation
- Hands-on experience building and deploying production agentic AI systems, including multi-agent orchestration, tool integration, and autonomous task execution
- Proficiency in Python and experience with AI/ML libraries such as LangChain, LangGraph, AutoGen, OpenAI SDK, or Hugging Face Transformers
- Experience designing and building MCP servers and connecting agents to enterprise APIs and databases
- Strong API development and integration skills, including REST, GraphQL, OAuth2/JWT authentication, and API gateway configuration
- Experience with vector databases, relational databases, and NoSQL databases
- Experience with cloud AI services such as Azure OpenAI, AWS Bedrock, or Google Vertex AI
- Low-code development experience with Microsoft Power Platform, Appian, or equivalent
- Experience with Docker, Kubernetes, and CI/CD pipelines such as GitHub Actions or Azure DevOps
- Background in customer service, care operations, or service industry processes
- Ability to communicate technical designs and implementation status to nontechnical business stakeholders
- Korean language proficiency for collaboration with Korea HQ
- Ability to manage multiple concurrent workstreams in a self-directed, results-oriented manner
- Proficiency with Microsoft Office, including Excel, PowerPoint, and Word
- Willingness to work onsite at the Dallas, Texas office
- Bilingual English and Korean proficiency
- Authorization to work full-time in the United States without current or future visa sponsorship
2020 Companies Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about 2020 Companies and has not been reviewed or approved by 2020 Companies.
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Fair & Transparent Compensation — Pay is often characterized as market-competitive and paid on a timely, predictable cadence. Overall sentiment points to many roles feeling fairly compensated, particularly when base pay aligns with posted expectations.
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Flexible Benefits — Benefit offerings are described as broad and include multiple plan types and options that can vary by role or employment status. Flexible scheduling and program-specific perks are also highlighted as part of the benefits experience.
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Wellbeing & Lifestyle Benefits — Wellness and mental-health supports are included alongside additional lifestyle-oriented offerings such as pet insurance and employee discounts. Development-related perks like paid training and scholarship programs add to the perceived total rewards package.
2020 Companies Insights
What We Do
WHO WE ARE 2020 Companies is one of the premier outsourced sales and marketing agencies in the United States. Over the past 31 years, our success has resulted from our relentless passion for elevating consumers, team members, and clients. WHAT WE DO Whether launching new products, penetrating new consumer segments, or executing sales and marketing strategies, we can help you reach your business goals. 2020 Companies identifies the opportunities in every challenge and works side-by-side with brands to guarantee success. Each year we deliver over 25 million in-person impressions, and we generate nearly $10 billion in client revenue. Our initiatives deliver a better return on investment for clients and retailers alike. WHERE WE DO IT We train our staff to succeed in any environment and every situation. We equip them with the experience and flexibility to help build brands and exceed goals. From the top of the Fortune 500 to smaller companies ready to expand their market share, 2020 Companies partners with clients of all sizes. HOW DO WE DO IT To guarantee the best team, we recruit, train, and deploy people who meet the exact needs of our clients’ businesses. Teamwork is the foundation of our AMPLIFY training program. We train team members to build relationships with each other, retailers, and consumers. Our blended learning environment inspires team members to be flexible, engaging, and adept at solving problems. We have never missed a launch. 2020 Companies is built on scalable infrastructure, industry-leading speed to market, and benchmark-breaking results. To meet our clients’ goals and deadlines, we recruit, train, staff, and manage the right team for every project. We tailor our initiatives to meet their goals and scale the staff to fit the size and deployment timetable they need.
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