Senior Software Engineer - Contact Automation - AI

About the Role
As a Senior Software Engineer in the Contact Automation team, you will play a pivotal role in shaping the future of customer support at Wise. You'll be a key technical leader in an autonomous team, driving the vision and end-to-end solutions for the Wise Assistant. This is a high-impact role where you'll tackle complex engineering challenges to automate real customer issues, significantly improving their experience and our operational efficiency.
How We Work

• Agile & Collaborative: We operate in an agile fashion, fostering close collaboration between engineers, product managers, content designers, analysts, and data scientists.
• Cross-Functional Teams: You'll work alongside talented individuals to design, build, and iterate on solutions that deliver tangible customer value.
• International Presence: Our team is distributed across our Budapest, New York and London offices, offering a diverse and dynamic working environment.

What You'll Be Working On

• Lead the design, development, and deployment of scalable, resilient, and high-performance components for the Wise Assistant. This includes our core Java microservice consuming Kafka messages, as well as contributing to our Typescript and Python codebases.
• Take ownership of our intent detection systems, contact processing pipelines, and the routing logic that connects customers to various automation solutions (templates, RAG, LLM workflows, AI agents, Vendor solutions)
• Innovate with AI: Design and implement solutions leveraging foundational LLM models (AWS Bedrock) to resolve customer queries effectively
• Integrate & Orchestrate: Lead and manage the technical integration with third-party AI Agent vendors, ensuring seamless and robust connectivity.
• Scale & Optimize: Continuously improve the performance, reliability, and scalability of our automation platform to handle growing volumes and complexity.
• Collaborate for Impact: Work closely with content designers to implement and refine automated conversational flows, ensuring a high-quality user experience.
• Mentor: Provide technical guidance and mentorship to other engineers, fostering a culture of engineering excellence and continuous learning.

For everyone, everywhere. We're people building money without borders  — without judgement or prejudice, too. We believe teams are strongest when they are diverse, equitable and inclusive.

We're proud to have a truly international team, and we celebrate our differences.
Inclusive teams help us live our values and make sure every Wiser feels respected, empowered to contribute towards our mission and able to progress in their careers.

If you want to find out more about what it's like to work at Wise visit Wise.Jobs.

Keep up to date with life at Wise by following us on LinkedIn and Instagram.