Senior Cloud Engineer - AI, Python, Restful

We’re seeking a seasoned Senior Cloud Engineer to help modernize our Ellucian application ecosystem and drive AI-powered automation in service management. You’ll be part of a transformational journey—from manual infrastructure to a fully pipeline-driven, scalable SaaS platform combining Agentic AI, SMART workflows & self healing API's coded in Python. With a focus on delivering intelligent workflows and creating a Highly available CI/CD Platform, this high-impact role combines deep technical expertise with a passion for innovation, shaping Ellucian into a leader in SaaS for higher education.
If you get excited about automation & creation and the impact, you can make on shaping the future of higher education then we should talk!

• Lead the creation of agentic AI–powered service management applications, using LLMs, embeddings, and vector databases to automate incident triage, change requests, and user support workflows.
• Architect and optimize scalable data lakes and vectorization pipelines that transform logs, tickets, and knowledge articles into high-quality embeddings for semantic search and proactive problem detection.
• Design orchestration frameworks that integrate LLM agents with ITSM platforms, internal tools, and third-party services via REST APIs and event-driven architectures to deliver zero-touch operations.
• Champion MLOps best practices—implement CI/CD for models, establish monitoring and alerting on SLAs, and automate retraining—to ensure AI agents maintain peak performance in live service environments.
• Collaborate with service management, product, and engineering teams to translate operational challenges into AI-driven solutions, providing technical leadership and mentorship throughout delivery.
• Stay at the cutting edge of generative AI and vector search research to continuously enhance our service management applications and drive innovation in automated support.

• 7+ years of AI/ML engineering experience with deep expertise in Python, TensorFlow or PyTorch, and cloud platforms (AWS preferred).
• Proven track record building LLM-powered applications and autonomous agent frameworks (e.g., LangChain), with a focus on IT and service management use cases.
• Strong proficiency in embedding strategies and vector databases such as Pinecone, FAISS, or Milvus, including designing indexing and retrieval pipelines for ticketing and knowledge data.
• Solid background in data engineering and data lake architectures, ensuring seamless support for advanced service management workloads.
• Demonstrated ability to integrate AI services via REST APIs, message queues, and event routers, delivering robust, scalable service management solutions.
• Extensive MLOps experience—using tools like MLflow, SageMaker Pipelines, Kubeflow, MCPS, and AGNO—to automate model lifecycle from training to monitoring and retraining in production support environments.
• Expertise in observability tools and practices to instrument, monitor, and troubleshoot AI/ML pipelines, ensuring system reliability and performance.
• Exceptional problem-solving skills, clear communication, and a passion for mentoring peers and driving cross-functional collaboration between ITSM and engineering teams.

• 22 days annual leave plus 11 public holidays
• Competitive gratuity policy
• Group insurance and Annual health checkup plan with a variety of family and wellness benefits.
• Thrive Flex Lifestyle Account (LSA) that allows you to contribute towards your health,
  financial or learning interests
• 5 charitable days to support the community that supports us
• Wellness
  o Headspace (mental health)
  o Wellbeats (virtual fitness classes)
• RethinkCare – caregiver support
• Diversity and inclusion programs that promote employee resource groups such as: Buzzinga and Lean In Team to name a few.
• Parental leave
• Employee referral bonuses to encourage the addition of great new people to the team
• We Foster a learning culture with:
  • Education Assistance Program
  • Professional development opportunities

#LI-HS1

#LI-remote