About the role
We're looking for a Senior Software Developer - AI Customer Engagement to design and build the next generation of Conversational AI experiences that transform how our customers interact with Arctic Wolf's Security Operations Cloud. You'll be part of a team building intelligent, context-aware assistants that help customers access insights, automate workflows, and resolve issues faster, all through natural, human-like conversations.
This role is ideal for an engineer with a strong software foundation who is passionate about applied AI, large language models (LLMs), and customer-centric product experiences. You'll work closely with our product, data science, and customer success teams to deliver high-impact Conversational AI solutions that enhance customer engagement, self-service, and operational efficiency.
Responsibilities:
- Design and implement Conversational AI systems leveraging LLMs, retrieval-augmented generation (RAG), and dialogue orchestration frameworks.
- Build intelligent assistants and chat interfaces that integrate seamlessly with Arctic Wolf's Aurora platform and customer portals.
- Develop and maintain backend services and APIs in Python, Go, or JavaScript to support conversational flows, context retrieval, and personalization.
- Integrate with internal and external systems (CRM, Support, Knowledge Base, Security Operations data) to enable rich, context-aware responses.
- Collaborate with data scientists and ML engineers to fine-tune models and improve language understanding, summarization, and recommendation quality.
- Implement observability and feedback loops to monitor AI accuracy, tone, and effectiveness in real customer interactions.
- Participate in code reviews, testing, and CI/CD workflows to ensure reliable, high-quality software delivery.
Requirements:
- 5+ years of software development experience, ideally with a focus on AI-powered or customer-facing applications.
- Strong programming skills in Python, Go, or JavaScript, with experience building scalable backend systems.
- Hands-on experience with Conversational AI frameworks (LangChain, Rasa, Botpress, Microsoft Bot Framework, or similar).
- Familiarity with LLMs and vector databases (OpenAI API, Azure OpenAI, Pinecone, Weaviate, or similar).
- Hands-on experience building chatbots or conversational agents: designing dialog flows, maintaining context, handling multi-turn interactions.
- Proficiency in deep learning frameworks, including TensorFlow, Keras, and PyTorch.
- Deep technical expertise with neural network architectures(DNNs, RNNs, CNNs).
- Experience working with REST APIs, JSON data, and cloud platforms (AWS, GCP, or Azure).
- Interest in cybersecurity and the opportunity to make AI a core part of secure, human-centered digital engagement.