Principal AI Engineer building AWS - based GenAI and AI/ML solutions for Sun Life’s insurance and financial - services contact centers. Driving architecture, DevOps, deployment, and engineering standards.
About the role
- AI automation leader building support agents and knowledge systems for Jane’s healthcare SaaS platform. Leading enablement experts and improving customer self-service, efficiency, retention, and conversion.
Responsibilities
- Design, build, and ship agents for Customer Team workflow friction points
- Identify repetitive tasks, slow lookups, and manual handoffs and turn them into an agent roadmap
- Own production AI tooling performance and quality, including accuracy, tone, resolution rates, and human handoff points
- Monitor emerging LLMs, agent frameworks, and semantic search
- Align architecture and capabilities with the AI Transformation team
- Partner with Support stakeholders and subject matter experts to validate agent behaviour
- Represent Support needs in company-wide AI discussions and communicate AI direction back to Support
- Own and govern the knowledge base and internal documentation
- Build content and taxonomy practices usable by humans and AI
- Use support data and agent performance to identify and close knowledge gaps
- Own customer and prospect self-service answer experiences across guides and the AI answer tool
- Analyze customer and prospect queries, search terms, and unresolved questions
- Route product-related feedback to Product and partner with Product and Product Marketing
- Lead a small team of knowledge and AI enablement experts, including priorities, 1:1s, and skills development
- Track AI/self-service quality, efficiency, retention, and conversion metrics
- Present findings and roadmap to leadership and recommend future investment
Requirements
- 5+ years in AI/automation implementation, support enablement, or knowledge/content strategy
- Hands-on agent or LLM tooling experience preferred/ideally
- Ability to construct an agent or automation workflow, not just specify one
- Experience mentoring or leading others, formally or informally
- Strong systems-thinking and workflow analysis
- Cross-functional experience working with AI engineers and frontline Drivers
- Experience owning a self-service or customer content program
- Familiarity with HubSpot, Help Scout, Talkdesk, Claude, Gumloop, and AI/automation tooling
- Must currently live and work in Canada
- Must be eligible to work in Canada without employer sponsorship
- No relocation, visa sponsorship, or third-party/employer-of-record employment support
Benefits
- Comprehensive benefits package
- Regular career development conversations with manager
- Compensation growth as experience and meaningful contribution increase
- Tools, support, and space to explore, learn, and share AI discoveries
- Remote-first work arrangement
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