Sr Applied AI Engineer - Billing IntelliOps

At T-Mobile, we invest in YOU!  Our Total Rewards Package ensures that employees get the same big love we give our customers.  All team members receive a competitive base salary and compensation package - this is Total Rewards. Employees enjoy multiple wealth-building opportunities through our annual stock grant, employee stock purchase plan, 401(k), and access to free, year-round money coaches. That’s how we’re UNSTOPPABLE for our employees!

Are you ready to join the Un-carrier movement?
As a Sr AI Engineer at T-Mobile, this role is crucial in enhancing the AI models that drive our customer service automation. The position focuses on optimizing AI performance through advanced techniques such as prompt engineering, fine-tuning, and the development of AI tools and workflows. By architecting sophisticated agentic AI systems, the Sr Engineer improves the reasoning and interaction capabilities of AI across complex customer service workflows. Collaboration with cross-functional teams ensures that AI-driven enhancements are seamlessly integrated into production systems, enhancing customer interactions and satisfaction. Ultimately, this role significantly contributes to the strategic advancement of T-Mobile's AI capabilities, ensuring high reliability, accuracy, and efficiency in customer service operations.
We are a team that encourages innovation and advocates an agile and open approach, truly working and playing in the Un-carrier way!

Job Responsibilities:

• Optimizes AI performance through prompt engineering and fine-tuning techniques to enhance customer service automation
• Develops AI tools and workflows to support the implementation of advanced AI systems within customer service operations
• Architects sophisticated agentic AI systems to improve reasoning and interaction capabilities across complex workflows
• Collaborates with cross-functional teams to ensure seamless integration of AI-driven enhancements into production systems
• Evaluates the reliability, accuracy, and efficiency of AI models to ensure they meet strategic objectives and customer satisfaction goals
• Conducts ongoing research to stay updated with the latest AI technologies and methodologies applicable to customer service

Education and Work Experience:

• Bachelor's Degree Computer Science, Artificial Intelligence, or Related Field (Required)
• Master's/Advanced Degree Computer Science, Artificial Intelligence, or Data Science (Preferred)
• 4-7+ years - Experience in developing and optimizing AI models for customer service automation using advanced techniques such as prompt engineering and fine-tuning.
• 7-10+ years - Experience in architecting and deploying sophisticated agentic AI systems to enhance reasoning and interaction capabilities in complex workflows.
• 4-7+ years - Experience in collaborating with cross-functional teams to integrate AI-driven enhancements into production systems.

Knowledge, Skills and Abilities:

• Understanding of observability tooling and monitoring systems.
• Knowledge of automation frameworks for AI and ML workflows.
• Familiarity with data engineering tools and best practices.
• Experience with OpenAI, ServiceNow AI, or Microsoft Copilot integration.
• Proficiency in one or more programming languages such as Python, Java, etc.
• Cloud platform experience with AWS, Azure, or GCP.
• AI/ML model development and optimization techniques.
• Data Analysis Expertise in analyzing data to derive insights and inform AI model improvements. (Required)
• Ability to troubleshoot and resolve complex technical issues related to AI systems. (Required)
• Strong communication skills to effectively collaborate with cross-functional teams and articulate technical concepts. (Required)
• Ability to work effectively with various teams including engineering, product management, and customer service. (Required)

• At least 18 years of age
• Legally authorized to work in the United States

Travel:
Travel Required (Yes/No): No
DOT Regulated:
DOT Regulated Position (Yes/No): No
Safety Sensitive Position (Yes/No): No

Base Pay Range: $120,700 - $217,800

Corporate Bonus Target: 15%

The pay range above is the general base pay range for a successful candidate in the role. The successful candidate’s actual pay will be based on various factors, such as work location, qualifications, and experience, so the actual starting pay will vary within this range.

At T-Mobile, employees in regular, non-temporary roles are eligible for an annual bonus or periodic sales incentive or bonus, based on their role. Most Corporate employees are eligible for a year-end bonus based on company and/or individual performance and which is set at a percentage of the employee’s eligible earnings in the prior year. Certain positions in Customer Care are eligible for monthly bonuses based on individual and/or team performance. To find the pay range for this role based on hiring location, https://paylookup.t-mobile.com/paylookup?reqID=REQ334486¶dox=1

At T-Mobile, our benefits exemplify the spirit of One Team, Together! A big part of how we care for one another is working to ensure our benefits evolve to meet the needs of our team members. Full and part-time employees have access to the same benefits when eligible. We cover all of the bases, offering medical, dental and vision insurance, a flexible spending account, 401(k), employee stock grants, employee stock purchase plan, paid time off and up to 12 paid holidays - which total about 4 weeks for new full-time employees and about 2.5 weeks for new part-time employees annually - paid parental and family leave, family building benefits, back-up care, enhanced family support, childcare subsidy, tuition assistance, college coaching, short- and long-term disability, voluntary AD&D coverage, voluntary accident coverage, voluntary life insurance, voluntary disability insurance, and voluntary long-term care insurance. We don't stop there - eligible employees can also receive mobile service & home internet discounts, pet insurance, and access to commuter and transit programs! To learn about T-Mobile’s amazing benefits, check out www.t-mobilebenefits.com.

Never stop growing!
As part of the T-Mobile team, you know the Un-carrier doesn’t have a corporate ladder–it’s more like a jungle gym of possibilities! We love helping our employees grow in their careers, because it’s that shared drive to aim high that drives our business and our culture forward. By applying for this career opportunity, you’re living our values while investing in your career growth–and we applaud it. You’re unstoppable!
T-Mobile USA, Inc. is an Equal Opportunity Employer. All decisions concerning the employment relationship will be made without regard to age, race, ethnicity, color, religion, creed, sex, sexual orientation, gender identity or expression, national origin, religious affiliation, marital status, citizenship status, veteran status, the presence of any physical or mental disability, or any other status or characteristic protected by federal, state, or local law. Discrimination, retaliation or harassment based upon any of these factors is wholly inconsistent with how we do business and will not be tolerated.
Talent comes in all forms at the Un-carrier. If you are an individual with a disability and need reasonable accommodation at any point in the application or interview process, please let us know by emailing [email protected] or calling 1-844-873-9500. Please note, this contact channel is not a means to apply for or inquire about a position and we are unable to respond to non-accommodation related requests.