AI Process Innovation Manager - Korean Bilingual

2020 Companies; Plano (TX); On-site; USD 117,000 - 143,000; Full time

Benefits offered by this job

Competitive salary

Next-day pay with DailyPay

401K with matching

Paid Time Off

Paid Holidays

Scholarship opportunities

Employee Assistance Program

Leadership Development Program

Job summary

2020 Companies, in partnership with Samsung Electronics America, seeks an AI Process Innovation Manager in Plano, TX. The role designs, builds, and deploys Agentic AI solutions and automation workflows bridging AI tech and business operations to improve care service quality and efficiency.

Responsibilities include cross-functional collaboration with Korea HQ counterparts and SEA stakeholders, end-to-end lifecycle from PoC to production, and ensuring timely, scoped delivery.

Qualifications

• Bachelor's degree in CS, Software Engineering, Information Systems, or related field.
• 5-8 years in software development, process automation, or AI/ML implementation.
• Hands-on production experience with Agentic AI systems, multi-agent orchestration, and tool integration.
• Proficiency in Python and AI libraries (LangChain, LangGraph, AutoGen, OpenAI SDK).
• Experience building MCP servers and connecting agents to APIs/databases.
• Strong API development skills: REST, GraphQL, OAuth2/JWT.
• Experience with Azure/OpenAI, AWS Bedrock, Vertex AI, or similar.
• Experience with Docker, Kubernetes, and CI/CD pipelines.

Responsibilities

• Agentic AI development: design, build, and deploy multi-agent workflows; implement orchestration, tool-calling, and guardrails for production care use cases.
• AI use case discovery & implementation: identify and prioritize AI use cases with business stakeholders; lead end-to-end delivery from PoC to production.
• MCP server development: design and maintain MCP servers, tool definitions, authentication, and response schemas.
• API & system integration: build RESTful APIs and webhooks to connect AI agents with internal/ external systems.
• Database design & management: configure vector stores for RAG, relational schemas, and optimize AI inference performance.
• Low-code automation: develop process automation with Power Automate/Power Apps or equivalents.
• Environment configuration: manage LLM API, Docker/Kubernetes, CI/CD, monitoring and logging.
• Process analysis: map as-is processes and translate to AI-augmented to-be designs.
• Quality governance: develop evaluation frameworks, monitor model performance, latency, and feedback loops.

Skills

Python programming

Communication

Korean language proficiency

Self-directed work style

Project/multi-workstream management

Education

Bachelor's degree in CS / Software Engineering / IS or related field

Tools

LangChain

LangGraph

AutoGen

OpenAI SDK

Hugging Face Transformers

REST/GraphQL

OAuth2/JWT

Docker

Kubernetes

CI/CD (GitHub Actions / Azure DevOps)

Job description

2020 Companies, in partnership with Samsung Electronics America, is seeking an AI Process Innovation Manager

Pay: $130,000 annually

Location: Plano, TX office (On-site required)

Required: Bilingual in English and Korean

Work Authorization: Applicants must be authorized to work in the United States full-time without current or future visa sponsorship.

The Manager, AI Process Innovation, designs, develops, and deploys Agentic AI solutions and process automation workflows within Samsung's SEA Process Innovation Group. This role bridges AI technology and business operations, translating identified use cases into working production systems that drive measurable improvements in Care service quality and efficiency.

This position collaborates closely with the Sr. Manager, Korea HQ counterparts, and SEA business unit stakeholders to ensure AI implementations align with strategic priorities and are delivered on time and within scope.

What's in it for you?

• Receive a competitive salary, paid weekly
• Next-day pay on-demand with DailyPay
• 401K Program with matching
• Paid Time Off
• Paid Holidays
• Scholarship opportunities for employees and direct family members
• Employee Assistance Program
• Leadership Development Program

Job Description

Role and Responsibilities

• Agentic AI Development: Design, build, and deploy multi-agent AI workflows using frameworks such as LangGraph, AutoGen, or CrewAI; implement agent orchestration, tool-calling, memory, and guardrail logic for production Care operation use cases
• AI Use Case Discovery & Implementation: Identify, document, and prioritize AI use cases in collaboration with business stakeholders across Care functions (contact center automation, intelligent case routing, knowledge assistant, quality monitoring); lead full implementation lifecycle from PoC through production
• MCP Server Development: Develop and maintain MCP (Model Context Protocol) servers that expose enterprise data and capabilities to AI agents; design tool definitions, authentication, and response schemas
• API & System Integration: Build and maintain API integrations connecting AI agents to internal systems (CRM, ticketing, ERP, knowledge bases) and external services; develop RESTful APIs and webhook handlers
• Database Design & Management: Design and manage databases supporting AI applications: configure vector stores for RAG pipelines, maintain relational schemas for application data, and optimize query performance for real-time AI inference
• Low-Code Automation: Develop process automation solutions using low-code platforms (e.g., Microsoft Power Automate, Power Apps, or equivalent) to accelerate delivery of repetitive process improvements
• Environment Configuration: Set up and maintain full AI development and production environments: LLM API configuration, containerization (Docker/Kubernetes), CI/CD pipelines, monitoring dashboards, and logging infrastructure
• Process Analysis & Improvement: Conduct as-is process mapping and gap analysis for target business processes; translate findings into AI-augmented to-be designs and document implementation specifications
• Quality Assurance & Governance: Develop evaluation frameworks for AI agent outputs; monitor production model performance, hallucination rates, and latency; implement feedback loops and continuous improvement cycles

Qualifications:

• Bachelor's degree in Computer Science, Software Engineering, Information Systems, or related field
• 5-8 years of experience in software development, process automation, or AI/ML implementation
• Hands-on experience building and deploying Agentic AI systems in production — including multi-agent orchestration, tool integration, and autonomous task execution (required)
• Proficiency in Python; experience with AI/ML libraries (LangChain, LangGraph, AutoGen, OpenAI SDK, Hugging Face Transformers)
• Experience designing and building MCP (Model Context Protocol) servers and connecting agents to enterprise APIs and databases
• Strong API development and integration skills: REST, GraphQL, OAuth2/JWT authentication, API gateway configuration
• Experience with cloud AI services: Azure OpenAI, AWS Bedrock, Google Vertex AI, or equivalent
• Experience with containerization and deployment: Docker, Kubernetes, CI/CD pipelines (GitHub Actions, Azure DevOps)
• Background in Customer Service, Care operations, or service industry processes strongly preferred
• Ability to clearly communicate technical designs and implementation status to non-technical business stakeholders
• Korean language proficiency preferred for collaboration with Korea HQ
• Self-directed and results-oriented; comfortable managing multiple concurrent workstreams
• Skilled in use of Microsoft Office, including Excel, PowerPoint, and Word
• Willing to work on-site at the Plano, TX office

What You Can Expect From 2020 Companies

We welcome every voice, and we are committed to building a truly inclusive environment where your differences are not just welcomed, they are celebrated. We are always identifying opportunities to encourage our team to be their authentic selves, while working to provide a best-in-class experience for our employees. Whether that's paid holidays, long-term career pathing options, personal development opportunities or professional stretch assignments, you can expect 2020 Companies to support you.

2020's Commitment

We are committed to creating a diverse and inclusive organization and are proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, pregnancy, disability, age, veteran status, or other dimensions of identity.