Lead AI Engineer

About this role

Location:

4910 Tiedeman Road, Brooklyn Ohio

Department: Contact Center Technology
Experience: 4+ years

### About the Role

KeyBank is seeking 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 serves as a senior hands-on engineer responsible for architecting, developing, and delivering AI-driven solutions that enhance customer self-service and agent experiences.

Unlike a traditional technical lead role, this position is deeply focused on hands-on AI engineering and solution delivery. The Lead AI Engineer will spend the majority of their time designing, building, coding, integrating, and optimizing AI-powered applications while providing technical guidance across initiatives.

The Lead AI Engineer partners closely with product, platform, voice, and operations teams to deliver secure, scalable, and highly reliable conversational AI solutions on Google Cloud Platform (GCP). This is a senior individual contributor role with delivery accountability, but no people management responsibility.

### Key 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 han...