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 redefine the future of customer service with the power of AI?
We’re looking for a Sr. AI Engineer to lead the evolution of T-Mobile’s Agentic Next Best Action (ANBA) capabilities—powering intelligent, real-time decisioning and enabling the next best customer experiences at scale. In this role, you will design and optimize agentic AI systems that determine and execute the most effective next action for each customer interaction, while shaping seamless, personalized experiences. Leveraging techniques such as prompt engineering, fine-tuning, retrieval-augmented generation (RAG), and tool-integrated reasoning, you’ll build AI that dynamically orchestrates workflows, invokes APIs, and adapts decisions based on context and intent. You’ll work across engineering, product, and business teams to embed ANBA-driven intelligence into production systems—delivering proactive, outcome-oriented experiences that improve customer satisfaction and business results. This role is critical to advancing T-Mobile’s AI capabilities from traditional automation to autonomous, decision-driven systems that continuously learn and optimize both actions and experiences.
We pride ourselves on encouraging a culture of innovation, advocating for agile methodologies, and promoting clarity in all that we do. Join us in embodying the spirit of the 'Un-carrier' and make a tangible impact! If you are passionate about driving excellence and want to make a significant impact, apply today!
Responsibilities:
- Optimize AI performance through prompt engineering and fine-tuning to enhance customer service automation.
- Develop AI tools and workflows to support implementation of advanced AI systems within customer service operations.
- Proficiency in Python and AI development frameworks for building scalable AI applications.
- Architect sophisticated agentic AI systems to improve reasoning and interaction capabilities across complex workflows.
- Collaborate with cross-functional teams to ensure seamless integration of AI-driven enhancements into production systems.
- Evaluate the reliability, accuracy, and efficiency of AI models to ensure alignment with strategic objectives and customer satisfaction.
- Conduct ongoing research to stay updated with the latest AI technologies and methodologies applicable to customer service.
Knowledge, Skills, and Abilities:
Required:
- API Development – Python, REST APIs, OpenAPI/Swagger
- Cloud Computing – AWS, Azure
- Collaboration
- Data Analysis
- Data Management
- Data Modeling
- Prompt Engineering – OpenAI APIs, Hugging Face, Anthropic Claude, Google Gemini
- Operational excellence practices and observability tools - Weights & Biases, Splunk, Datadog
- Project management tools and agile methodologies - Jira, Azure DevOps
- AI orchestration tools - LangChain, LlamaIndex, vector databases for retrieval augmented generation.
Education and Experience:
Required:
- Bachelor's degree and 3+ years of related professional experience.
- Master's degree (or higher) and 1+ year of related professional experience.
- Equivalent combination of education, training, certifications, and professional experience.
Preferred:
- Minimum 4 years professional experience in developing and optimizing AI models for customer service automation using advanced techniques such as prompt engineering and fine-tuning.
- Minimum 4 years professional experience in architecting and deploying sophisticated agentic AI systems to enhance reasoning and interaction capabilities in complex workflows.
- Minimum 4 years professional experience in collaborating with cross-functional teams to integrate AI-driven enhancements into production systems.
Certifications:
Preferred:
- Certified Analytics Professional (CAP): Certification that endorses an individual's expertise in analytics, including the ability to transform complex data into valuable insights and actions, which is crucial for optimizing AI models in customer service automation.
- NVIDIA Deep Learning AI Certification: This certification demonstrates proficiency in designing and deploying deep learning AI applications, relevant for enhancing AI model performance in complex systems like customer service workflows.
- Certified Data Scientist (CDS): Certification that validates the skills required to analyze data scientifically and use it for operational improvements, which supports the development and optimization of AI tools and workflows.
- At least 18 years of age
- Legally authorized to work in the United States
Travel: Travel Required (Yes/No): No
DOT Regulated: DOT Regulated Position (Yes/No): No Safety Sensitive Position (Yes/No): No
***The pay range below is the "National Pay Range" and does not reflect the actual range for the locations listed. Please click on the link at the end of the second paragraph below to see the "actual" pay range for each location.
Base Pay Range: $133,100 - $240,100
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, https://paylookup.t-mobile.com/paylookup?reqID=REQ362699¶dox=1
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 without regard to age, race, ethnicity, color, religion, creed, sex, sexual orientation, gender identity or expression, national origin, religious affiliation, marital status, citizenship 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, retaliation or harassment based upon any of these factors is wholly inconsistent with how we do business and will not be tolerated.
Talent comes in all forms at the Un-carrier. If you are an individual with a disability and need reasonable accommodation at any point in the application or interview process, please let us know by emailing ApplicantAccommodation@t-mobile.com or calling 1-844-873-9500. Please note, this contact channel is not a means to apply for or inquire about a position and we are unable to respond to non-accommodation related requests.