Lead AI Experience Engineer (Remote, United Kingdom)

About This Opportunity

We are representing a confidential live entertainment technology organization in their search for a Lead AI Experience Engineer to join their client and fan support engineering team. This is a remote position based in the United Kingdom.

Our client builds intelligent, scalable technology that powers support experiences for millions of users. As their AI capabilities evolve from traditional conversational automation toward agentic AI systems, they need an experienced technical leader to guide the design and implementation of AI agents that understand user needs, maintain context, reason through complex scenarios, and safely complete support tasks.

Responsibilities

• Provide technical leadership for agentic AI solutions, partnering with engineering management to define technical direction and strengthen team AI capabilities
• Lead the design of intelligent AI experiences that understand user needs, apply business rules, maintain context, and safely complete support tasks using available tools and data
• Translate business processes, service policies, and customer journeys into agent behaviors, decision logic, conversational patterns, and autonomous workflows
• Establish reusable patterns and standards for prompts, natural language understanding, context management, guardrails, retrieval, tool use, evaluation, documentation, and human handoff
• Conduct design and quality reviews, identify risks, and guide AI engineers in delivering reliable, maintainable, production-ready solutions
• Define and monitor AI quality measures including task completion, response quality, grounding, escalation accuracy, containment, customer satisfaction, and business outcomes
• Partner across product, operations, data science, platform, QA, security, and knowledge management teams to align AI solutions with business and technical needs
• Mentor AI engineers through technical guidance, feedback, design sessions, and knowledge sharing
• Evaluate emerging AI technologies and recommend practical approaches that improve quality, delivery, and operational effectiveness

What We're Looking For

Required Experience and Skills:

• Significant experience designing and leading conversational AI, intelligent assistant, generative AI, or agentic AI solutions
• Deep understanding of large language models, prompt engineering, agent behavior, reasoning patterns, context management, memory, tool calling, and workflow orchestration
• Strong expertise in natural language understanding, intent and entity modeling, semantic understanding, dialogue management, clarification strategies, and conversational design
• Proven experience translating business rules and operational workflows into AI decision logic and user experiences
• Experience designing guardrails, policy controls, escalation paths, failure handling, and responsible AI practices
• Experience defining AI evaluation frameworks and using interaction data, testing, and analytics to improve performance
• Knowledge of retrieval-augmented generation (RAG), semantic search, enterprise knowledge systems, grounding, observability, and regression testing
• Working knowledge of APIs, cloud services, software architecture, integration patterns, and modern engineering practices
• Ability to lead complex initiatives, navigate ambiguity, and balance business value, customer experience, technical constraints, risk, and maintainability
• Strong communication, stakeholder management, systems thinking, and problem-solving skills

Preferred Qualifications:

• Experience operating agentic AI solutions in production environments
• Experience with conversational AI platforms, agent orchestration frameworks, prompt-management tools, or AI evaluation platforms
• Background in customer service, contact center, or high-volume digital support environments
• Familiarity with conversational AI platforms, CRM systems, or contact center technologies
• Knowledge of AI governance, privacy, security, accessibility, and multilingual support
• Bachelor's or master's degree in a relevant discipline, or equivalent practical experience

Leadership Qualities:

• Trusted technical leader who applies deep expertise to complex AI challenges
• Establishes standards and reusable practices that improve quality, consistency, and team effectiveness
• Coaches engineers through clear, constructive feedback and helps them build technical independence
• Builds strong partnerships across technical and business teams and communicates complex ideas clearly
• Balances strategic thinking with practical execution and makes sound decisions in ambiguous environments
• Acts with ownership, integrity, and accountability while fostering collaboration and continuous improvement

How We Work With You

When you apply through Get A Job.ai, our talent team will review your background and conduct an initial screening to understand your experience with agentic AI, conversational design, and technical leadership. If there's a strong match, we will submit your profile to our client for consideration. Please apply only through Get A Job.ai—do not contact the client organization directly, as this is a confidential search.

Pay

Compensation details will be discussed during the screening process based on your experience level and location.

Equal Opportunities: Get A Job.ai is committed to inclusive hiring practices. We encourage applications from qualified candidates regardless of gender, race, sexual orientation, religion, age, disability status, or caring responsibilities.