AI Engineer

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 and help build the AI experiences shaping the future of customer service?

Join IntentCX, the team building the AI capabilities that are reshaping customer experience at T-Mobile. As an AI Engineer, you will help develop, refine, and scale the intelligent systems behind customer service automation, using prompt engineering, fine-tuning, AI tooling, and model optimization to improve how AI performs in complex service workflows. This role gives you the opportunity to strengthen T-Mobile's internal ownership of critical AI solutions and intellectual property while working with cross-functional teams to bring AI-driven improvements into real production environments. If you want to build practical AI systems that improve customer interactions, increase operational efficiency, and expand the future of AI across customer experience operations, this is the role to explore.

We pride ourselves on encouraging a culture of innovation, advocating for agile methodologies, and promoting transparency in all that we do. Join us in embodying the spirit of the 'Un-carrier' and make a tangible impact! Our team is dynamic where no day is the same, and we are diverse and inclusive passionate about growth and transformation. If you're up to the challenge, apply today!

Responsibilities:

• Develops and refines AI models to enhance customer service automation capabilities.
• Applies prompt engineering and fine-tuning techniques to optimize AI system performance.
• Creates AI tools to support the integration of AI-driven improvements into operational frameworks.
• Supports prompt, agent workflow, context assembly, and tool integration improvements for customer-facing conversational and self-service experiences.
• Builds and maintains evaluation assets such as test sets, regression checks, and validation criteria to measure AI system quality.
• Uses logs, traces, dashboards, and performance metrics to diagnose AI behavior, identify defects, and support production improvements.
• Collaborates with various teams to ensure effective integration and functionality of AI systems.
• Designs sophisticated AI systems to improve interaction capabilities within complex service workflows.
• Contributes to strategic AI initiatives to advance organizational goals of enhanced customer satisfaction and operational efficiency.

Knowledge, Skills and Abilities:

• 4+ yrs - Developing and deploying machine learning models, including fine-tuning and prompt engineering
• 4+ yrs experience with AI tools and software development using programming languages such as Python or R
• 2+ yrs collaborating with cross-functional teams to integrate AI solutions into business workflows
• Data Analysis Ability to analyze and interpret complex data to improve AI models. (Required)
• Problem Solving Capability to identify and resolve issues within AI systems and model development. (Required)
• Collaboration Ability to work effectively with cross-functional teams to integrate AI solutions. (Required)
• Customer Focus Focus on enhancing customer service through AI-driven solutions. (Required)
• Analytics Strong analytical skills to evaluate the performance of AI models. (Required)
• AI Application Development Ability to support prompt engineering, model tuning, AI tool development, and integration of AI capabilities into customer service workflows. (Required)
• Evaluation and Monitoring Ability to use test results, logs, metrics, and feedback signals to assess AI system performance and support continuous improvement. (Required)

Preferred Qualifications:

• Experience building or supporting LLM applications, conversational AI systems, agentic workflows, or AI automation.
• Experience with RAG, prepared knowledge layers, tool/function calling, structured outputs, or multi-turn conversational workflows.
• Experience with APIs, SQL, JSON, Git-based workflows, CI/CD, Docker, cloud deployment fundamentals, or comparable engineering tools.
• Familiarity with AI observability tools such as Grafana, Splunk, Datadog, LangSmith, OpenTelemetry, Weights and Biases, or comparable platforms.
• Familiarity with responsible AI practices, privacy, prompt injection risks, PII controls, model quality evaluation, or AI safety testing.

Education:

• Bachelor's Degree Computer Science, Engineering, or Related Field (Required)
• Master's/Advanced Degree Artificial Intelligence, Data Science, or Related Field (Preferred)

Licenses and Certifications:

• Certified Analytics Professional (CAP): Certification that validates an individual's expertise in data analytics processes, including the ability to model and interpret complex data. (Preferred)
• Machine Learning Certification: Certification demonstrating proficiency in machine learning techniques and applications, relevant for developing AI models. (Preferred)
• Certified Data Scientist (CDS): Certification that endorses skills in data science and its application in AI modeling, crucial for enhancing AI-driven customer service solutions. (Preferred)

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

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

***This base pay range is the National Base Pay Range - please click on the link in the 2nd paragraph below to find the range for the location(s) listed.***

Base Pay Range: $110,200 - $198,700

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, click here.

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

... For full info follow application link.

EOE StatementWe Take Equal Opportunity Seriously - By ChoiceT-Mobile USA, Inc. is an Equal Opportunity Employer. All decisions concerning the employment relationship will be made without regard to age, race, color, religion, creed, sex, sexual orientation, gender identity or expression, national origin, marital 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 or harassment based upon any of these factors is wholly inconsistent with our Company values and will not be tolerated. Furthermore, such discrimination or harassment may violate federal, state, or local law.