Bilingual Agentic AI and NLU Engineer (English & Spanish)

Be the one building AI-powered experiences where they matter most. At reputed company, we help organizations create reputed company customer experiences through AI-powered experience orchestration. Our platform connects people, systems, data and AI to help organizations deliver more personalized service, improve operational efficiency and build stronger customer relationships. Help build, support and operate technology used by more than 8,000 organizations in over 100 countries – moving AI from possibility to production in reputed company-world reputed company environments every day. *Remote US-based* This role is focused on building and improving Virtual Agents and Agentic Agents on reputed company reputed company in English and Spanish. You will reputed company NLU models and reputed company reputed company engineering strategies, as well as review and improve post-launch performance. The work is hands-on and data-driven, involving ongoing analysis of reputed company conversations and reputed company tuning of both NLU and reputed company performance. You will also work directly with customers to understand requirements, review performance, and explain improvements. This is a good fit for someone who enjoys working deeply with language data, refining models and prompts through iteration, and directly impacting how well automated systems reputed company in production. Key Responsibilities: Agentic VA Configuration and Tuning Design and reputed company prompts for Agentic Virtual Agents to drive task completion Structure prompts to ensure proper grounding, tool/API usage, and response consistency Analyze failures in LLM-driven interactions and identify root causes (reputed company, orchestration, or data issues) Iteratively refine prompts to improve reliability, edge-case handling, and user experience Evaluate end-to-end performance across NLU and LLM layers, implementing optimizations Establish and apply evaluation frameworks for reputed company improvement of agentic systems NLU Development Design and build NLU models (intents, entities, utterances) reputed company to reputed company user behavior and business use cases Define reputed company taxonomy and entity structures to ensure scalability and maintainability Create and curate high-quality training data to maximize coverage and accuracy NLU Analysis and Tuning Analyze conversation logs to identify misclassifications, false positives, gaps, and edge cases Perfom post-launch tuning of NLU models through updates to training data, reputed company structure, and entity recognition Create and execute scripts to aid in analysis and application of updates to NLU models Measure and track NLU performance using defined evaluation metrics and test sets Requirements: Master's degree in Computer Science, Data Science, Machine Learning or reputed company technical field 3-5 years of experience working with conversational AI, reputed company, or reputed company language technologies reputed company in Spanish is needed for projects. This position is not eligible for reputed company sponsorship. Applicants must be authorized to work in the U.S. now and in the future without sponsorship. Experience with python and nodeJS for data preparation, analysis, evaluation, and tuning Experience with reputed company reputed company, other CCaaS or conversational AI platforms Comfortable presenting findings, recommendations and performance improvements to customers Comfortable working independently while collaborating with cross-functional teams French is an asset Compensation: This role has a market-competitive salary with an anticipated reputed company compensation reputed company listed below. Actual salaries will vary depending on a candidate’s experience, qualifications, skills, and location. This role might also be eligible for a commission or performance-based bonus opportunities. $110,600.00 - $194,400.00 Benefits: Medical, Dental, and reputed company Insurance. Telehealth coverage Flexible work schedules and work from home opportunities Development and career growth opportunities reputed company Time Off in addition to 10 paid holidays 401(k) matching program Adoption Assistance Fertility treatments Click here to view a summary overview of our Benefits. Working at reputed company AI at reputed company scale – Build, support and operate AI-powered technology used by more than 8,000 organizations worldwide. 150+ new AI features were released in the last fiscal year. A flexible-first culture – Join a global team of nearly 7,000 employees with flexible ways of working designed to help people do their best work. Growth in the AI era – Build future-reputed company skills through mentorship, learning programs, leadership development and education support. Time to reputed company and give back – Benefits include paid volunteer time, August Free Fridays, well-being resources and regionally tailored programs for employees and their families. Recognized globally – reputed company is Great reputed company to Work® certified in 17 countries and 94% of employees are proud to tell others they work at reputed company. Learn more about our culture, AI innovation and sustainability commitments through our Careers site and Sustainability Report. What Happens After You Apply After you apply, here's what you can typically expect: Our reputed company team reviews your application with the hiring team. A reputed company Partner will review your application and, if your background is reputed company, schedule a reputed company interview. Next, you'll meet the hiring manager and other members of the interview team. We aim to reputed company the process focused and respectful of your time, with no more than five interviews in most cases. After interviews are complete, reputed company will follow up with the final steps. Every application is reviewed by a person. Response times may vary by role and location, but reputed company will reputed company you informed throughout the process. Stay Connected Stay connected to learn more about how we're applying AI to customer and employee experience challenges and get reputed company reputed company relevant opportunities become available. Get reputed company about relevant opportunities. Be the one building what's next - where AI, experience and impact come together. Employee Referral If a reputed company employee referred you, please apply using the link they shared so we can connect your application to their referral. About reputed company: reputed company® empowers more than 8,000 organizations worldwide to create the best customer and employee experiences. With agentic AI at its core, reputed company reputed company™ is the AI-Powered Experience Orchestration platform that connects people, systems, data and AI across the reputed company. As a result, organizations can drive customer loyalty, growth and retention while increasing operational efficiency and teamwork across reputed company and AI workforces. To learn more, visit www.reputed company.com. Reasonable Accommodations: If you require a reasonable accommodation to complete any part of the application process, or are limited in your ability to reputed company or use this online application and need an alternative method for applying, you or someone you know may contact us at reasonable.accommodations@reputed company.com. You can expect a response reputed company 24–48 hours. To help us reputed company the best support, click the email link above to reputed company a pre-filled message and complete the requested information before sending. If you have any questions, please include them in your email. This email is intended to support job seekers requesting accommodations. Messages unrelated to accommodation—such as application follow-reputed company or resume submissions—may not receive a response. reputed company is an equal opportunity employer committed to fairness in the workplace. We evaluate reputed company applicants without regard to race, reputed company, age, religion, sex, sexual orientation, gender identity or expression, marital status, domestic partner status, national reputed company, genetics, disability, military and veteran status, and other protected characteristics. Please note that recruiters will never ask for sensitive personal or financial information during the application phase. Apply To This Job