Senior Lead AI Engineer - Conversational AI & IVR on GCP

KeyBank; Pittsburgh (Allegheny County); On-site; USD 96,000 - 181,000; Full time

Job summary

KeyBank seeks a Lead AI Engineer to design, build, and modernize AI-powered conversational experiences, IVR platforms, and Voice Bot solutions within the Contact Center Technology organization. This role is a senior hands-on contributor focused on architecting, developing, and delivering AI-driven solutions that enhance customer self-service and agent experiences.

Unlike a traditional tech lead, the emphasis is on hands-on AI engineering and solution delivery.

Qualifications

• 4+ years in software engineering including 2+ years in a senior or lead AI engineering role.
• Hands-on experience building and deploying AI-powered applications and services.
• Strong experience with Node.js and TypeScript.
• Proven ability to design and deliver cloud-native solutions on GCP.
• Experience with LLMs, conversational AI platforms, and agentic AI frameworks.

Responsibilities

• Design and develop AI-powered IVR and voice bot solutions leveraging modern conversational AI frameworks.
• Lead the technical architecture, engineering design, and implementation of AI-driven customer experience initiatives.
• Build and develop Node.js / TypeScript microservices aligned to cloud-native and low-latency voice requirements.
• Own end-to-end delivery of complex AI features, from concept and design through deployment and production support.
• Apply agentic AI patterns utilizing Gemini, LangGraph, LangChain, and emerging AI frameworks to enhance conversational experiences.
• Develop, test, evaluate, and optimize prompts, workflows, and AI orchestration strategies.
• Collaborate across the contact center technology ecosystem to support call routing, self-service, and agent handoff scenarios.
• Provide technical mentorship and code review support while contributing directly to development efforts.
• Establish engineering best practices for AI solution development, testing, deployment, and observability.
• Apply SRE principles to ensure resiliency, scalability, monitoring, and production readiness.
• Ensure solutions comply with security and regulatory requirements (PII / PCI).

Skills

Node.js

TypeScript

GCP

LLMs

Conversational AI

Kubernetes

IVR/Voice bots

APIs

Cloud architecture

Team collaboration

Job description

KeyBank seeks a Lead AI Engineer to design, build, and modernize AI-powered conversational experiences, IVR platforms, and Voice Bot solutions within the Contact Center Technology organization. This role is a senior hands-on contributor focused on architecting, developing, and delivering AI-driven solutions that enhance customer self-service and agent experiences.

Unlike a traditional tech lead, the emphasis is on hands-on AI engineering and solution delivery.