Conversational AI Engineer

Zillow is a leading real estate platform dedicated to transforming the customer experience. As a Conversational AI Engineer, you will design and implement intelligent chat agents and workflows, leveraging machine learning to enhance customer interactions and streamline access to information.

Responsibilities:

• Design, build, and deploy intelligent chat agents and automated workflows to resolve common customer and frontline issues
• Integrate core systems (such as Salesforce) with AI tools to create a unified, compliant user experience
• Develop and optimize prompts to ensure the AI delivers accurate, relevant answers and help content
• Evaluate, onboard, and manage AI/ML tools and emerging technologies to enhance system performance
• Implement safeguards and monitoring to maintain accuracy, prevent misinformation, and build user trust
• Collaborate with Product, Engineering, QA, Content, and Analytics teams to embed conversational AI into business strategy and track performance
• Apply machine learning and large language models to improve natural language understanding and generation in our chat agents

Requirements:

• Solutions-oriented engineer (applications, AI, or similar) with a passion for human-centered design and building reliable, scalable conversational AI systems
• 5+ years in a technical role building and supporting production applications (e.g., applications engineer, AI solutions engineer, Salesforce developer, or similar), including at least 2 years focused on conversational AI, chatbots, or agentic systems
• Hands-on experience working with CRM platforms (especially Salesforce) and partnering with engineering teams to integrate them with AI/ML technologies and conversational agents
• Skilled at leveraging existing machine learning and large language model services and tooling for natural language understanding and generation (no expectation to build models from scratch)
• Strong background in working with system integrations and APIs to enable seamless data flow across platforms, and in defining integration requirements in collaboration with software engineers
• Experience with QA tooling and monitoring for AI performance and accuracy
• Understanding of content performance metrics and the technical implementation required for measurement and A/B testing
• Experience reading and making light updates to code (e.g., Python, JavaScript, Apex) to accelerate experimentation and collaborate effectively with engineering; this is not a heavy coding role
• Bachelor's degree in Computer Science, Engineering, or a related technical field, or equivalent practical experience