Senior AI Engineer

Pleased.com provides customer service software (SaaS) to clients all over the world. The company has been live with paying customers for years, and is currently used by around 5 million end users each month (our clients' customers). Pleased has a remote development team in Europe with around 30 people, and due to the success of the product is seeking to hire around 100 more people in the Philippines to further develop and scale. Pleased's goal is to capture a larger portion of the US market.

We have a >1,000 sqm office space in BGC that we're moving into at the end of July. It's an open-office layout, with several breakout areas and lots of meeting rooms. All technical staff are equipped with the best technology to perform their duties (high-spec MacBook Pros, multiple monitors, noise cancelling headphones, and more). We have several AI subscriptions to aid with coding in order to maximally leverage your skills. With that said, everyone is expected to have a strong programming foundation so they can ensure any generated code is suitable for production, and ultimate responsibility falls on each individual. In our tech department, you will never have anyone in your managerial chain that doesn't know how to code. Everyone, from the most junior developer all the way up to our CEO, is a programmer and we are "dev first".

As for how we operate, we're divided into product teams that work on specific areas of the product. Each product team has 2-3 BE, 1-2 FE, 1-2 QA, 1 Product Manager, and 0.5 Project Managers. Separate to this, we have a Business Intelligence team for wrangling data into easily-used, useful formats, a DevOps and DBA team for managing infrastructure, a UXUI team for making beautiful user journeys and designs, and a dedicated AI team.

Our work environment is that of a fast-moving startup, not a large, slow enterprise. We value focusing on our users, taking ownership, and getting things done. In order to create a collaborative, high-energy environment, all of our team in the Philippines works on site. This is not for everyone, but if it sounds like a good fit for you, we look forward to hearing from you!

About the role

We are looking for a Senior AI Engineer to develop and enhance AI-powered capabilities across our existing products. You will implement new AI features, integrate emerging AI technologies and ensure our conversational and voice AI solutions remain reliable, scalable and performant. Working closely with AI Scientists, Product Managers and engineering teams, you will bring AI improvements into production while maintaining high engineering standards.

What you'll be doing

• Develop and enhance AI-powered features across existing products.
• Integrate and maintain LLMs and AI services within production applications.
• Implement conversational AI, AI voice and intelligent workflow capabilities.
• Build and optimize RAG pipelines and agent workflows.
• Integrate AI capabilities with internal systems and external services.
• Monitor, troubleshoot and resolve AI-related production issues from identification through root cause analysis and resolution.
• Improve application performance, reliability, latency and operational costs.
• Collaborate with Product Managers and AI Scientists to improve AI quality and user experience.
• Evaluate and adopt new AI technologies where they provide business value.
• Maintain technical documentation and contribute to architecture discussions and engineering best practices.

What you'll bring

• 5+ years of software engineering experience.
• Experience developing production AI applications using LLM.
• Strong proficiency in Python.
• Experience integrating AI APIs such as OpenAI, Anthropic or Google Gemini.
• Experience with RAG architectures and modern AI frameworks.
• Strong understanding of software architecture and distributed systems.
• Ability to independently investigate and resolve complex production issues.
• Excellent communication and stakeholder management skills.
• Proactive mindset with strong ownership and accountability.

What’s in it for you

• Remote first company in pursuit of sustainability
• A competitive salary + individual performance based bonuses every quarter
• 28 days paid annual leave
• Our core working hours are 10am-3pm in your local time zone with flexibility outside of this
• Referral bonuses & flash bonuses
• Top of the line equipment
• Annual company retreats to provide great internal networking opportunities

Interview Process

• Remote video screening with our Talent Acquisition Team 
• Online home assignment
• Remote video interview with a Team Member (60 Mins)
• Final discussion with the hiring manager (60 mins)

If you're interested, we encourage you to apply! Every application is reviewed by a member of our team (AI is not used in our recruitment process), and we aim to respond within 48 hours.

*We are committed to maintaining a fair, secure and authentic recruitment process. Applications submitted using false, misleading or fraudulent information, including impersonated or fake profiles, will not be considered. Where reasonably necessary to protect the integrity and security of our recruitment process, we may verify a candidate’s identity and/or the accuracy of information provided during the recruitment process. Any such checks will be carried out in a proportionate and appropriate manner and in accordance with applicable data protection and employment laws.