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 driving T-Mobile’s next generation of AI-powered customer experience. In this role, you will help architect and optimize advanced agentic AI systems that improve reasoning, automation, and customer interactions across complex service workflows. You will apply prompt engineering, fine-tuning, AI tooling, and workflow design to strengthen the reliability, accuracy, and efficiency of models used in customer service operations. This is an opportunity to take deeper ownership of AI solutions that matter, help protect and grow T-Mobile’s internal AI intellectual property, and shape how AI scales across one of the most customer-focused brands in the industry.
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:
• Optimize AI performance through prompt engineering, fine-tuning, structured outputs, and model evaluation to enhance customer service automation. • Develop AI tools and workflows to support implementation of advanced AI systems within customer service operations. • Architect sophisticated agentic AI systems, including routing, handoffs, context propagation, tool selection, and fallback behavior, 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 using test sets, production feedback, regression checks, and quality measures to ensure alignment with strategic objectives and customer satisfaction. • Support responsible AI controls and guardrails for customer-facing AI systems, including hallucination risk, unsafe escalation paths, prompt injection, tool misuse, and privacy considerations. • Partner with engineering, product, customer service, data, quality, security, privacy, and operations teams to identify implementation needs, integration risks, and production quality improvements. • Troubleshoot AI behavior, latency, workflow, tool, or production quality issues and contribute to root cause analysis and remediation planning. • Conduct ongoing research to stay updated with the latest AI technologies and methodologies applicable to customer service. • Mentor engineers through design guidance, code review, technical feedback, and practical examples appropriate to project scope. • Also responsible for other duties/projects as assigned by business management as needed.
Preferred Qualifications:
• Experience building or operating LLM applications, conversational AI, agentic platforms, AI workflow automation, or production AI systems. • Experience with RAG, knowledge-layer integration, knowledge graphs, GraphQL APIs, vector-backed services, or contract-based data and service integrations. • Experience with multi-agent frameworks, orchestration systems, handoffs, tool/function calling, or agent runtime infrastructure. • Experience with AI evaluation approaches such as golden test sets, regression sets, simulation, LLM-as-judge, production conversation review, trace sampling, or release gates. • Experience with observability or evaluation platforms such as OpenTelemetry, Grafana, Splunk, Datadog, LangSmith, Weights and Biases, or equivalent tools. • Experience with responsible AI, AI safety, privacy reviews, policy enforcement, NIST AI RMF, OWASP LLM risks, or red-team testing. • Experience with customer service AI, real-time conversational agents, contact center systems, digital service platforms, or large-scale customer interaction platforms. • Experience with Python, API design, CI/CD, containers, Kubernetes, production service design, or release management.
Knowledge, Skills and Abilities:
• 4+ yrs experience in developing and optimizing AI models for customer service automation using advanced techniques such as prompt engineering and fine-tuning. (Preferred) • 4+ yrs experience in architecting and deploying sophisticated agentic AI systems to enhance reasoning and interaction capabilities in complex workflows. (Preferred) • 4+ yrs experience in collaborating with cross-functional teams to integrate AI-driven enhancements into production systems. (Preferred)
• Data Analysis Expertise in analyzing data to derive insights and inform AI model improvements. (Required) • Problem Solving Ability to troubleshoot and resolve complex technical issues related to AI systems. (Required) • Communication Strong communication skills to effectively collaborate with cross-functional teams and articulate technical concepts. (Required) • Cross Functional Relationships Ability to work effectively with various teams including engineering, product management, and customer service. (Required) • AI Evaluation Ability to assess model, prompt, workflow, and agent performance using measurable quality, reliability, accuracy, latency, and customer impact indicators. (Preferred) • Production AI Systems Ability to support AI workflow implementation, observability, release readiness, and issue resolution for customer-facing systems. (Preferred) • Responsible AI Ability to apply guardrails and controls that reduce customer, privacy, safety, and operational risk in AI-enabled experiences. (Preferred)
Education:
• Bachelor's Degree Bachelor’s degree plus 3 years of related work experience OR advanced degree with 1 year of related work experience • Acceptable areas of study include Computer Science, Artificial Intelligence, or Related Field Master's/Advanced Degree Computer Science, Artificial Intelligence, or Data Science (Preferred)
Licenses and Certifications:
• 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. (Preferred) • 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. (Preferred) • 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. (Preferred)
- 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
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: $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=REQ347952¶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.