Sr Principal Machine Learning Engineer

Company Overview

With 80,000 customers across 150 countries, UKG is the largest U.S.-based private software company in the world. And we’re only getting started. Ready to bring your bold ideas and collaborative mindset to an organization that still has so much more to build and achieve? Read on.

At UKG, you get more than just a job. You get to work with purpose. Our team of U Krewers are on a mission to inspire every organization to become a great place to work through our award-winning HR technology built for all.

Here, we know that you’re more than your work. That’s why our benefits help you thrive personally and professionally, from wellness programs and tuition reimbursement to U Choose — a customizable expense reimbursement program that can be used for more than 200+ needs that best suit you and your family, from student loan repayment, to childcare, to pet insurance. Our inclusive culture, active and engaged employee resource groups, and caring leaders value every voice and support you in doing the best work of your career. If you’re passionate about our purpose — people —then we can’t wait to support whatever gives you purpose. We’re united by purpose, inspired by you.

Job Title: Sr Principal Machine Learning Engineer – Agentic AI for Customer Experience

Location : Bangalore

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Job Summary

We are looking for a Sr Principal Machine Learning Engineer to lead the design and deployment of intelligent agentic systems that transform customer support and experience at scale. You will drive technical strategy, architect AI-first solutions, and bring advanced ML/LLM capabilities to life—enabling more proactive, personalized, and autonomous support through agentic AI.

This role is ideal for an engineer passionate about blending cutting-edge machine learning, large language models (LLMs), and real-time systems to create transformative customer experiences.

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Key Responsibilities

• Architect and deploy agentic AI systems that power automated support, conversational agents, and proactive customer engagement.
• Lead the design and training of ML/LLM-based models tailored to customer intent detection, personalization, sentiment analysis, and resolution automation.
• Collaborate with product, CX, and engineering teams to deliver intelligent agents that improve resolution times, reduce escalations, and enhance customer satisfaction.
• Implement MLOps practices for scalable experimentation, deployment, and monitoring of customer-facing models.
• Drive the adoption of reinforcement learning, retrieval-augmented generation (RAG), and multi-agent coordination frameworks.
• Ensure AI safety, explainability, and alignment with customer service standards and privacy requirements.
• Mentor a high-performing team of ML engineers and influence technical strategy across the organization.
  
  

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Required Qualifications

• Bachelor’s or Master’s degree in Computer Science, Machine Learning, or a related field
• 8+ years in software/ML engineering, with at least 3 years building AI systems for customer experience, support, or conversational AI.
• Deep experience with LLMs (e.g., GPT, Claude, LLaMA), transformers, and prompt engineering.
• Strong knowledge of NLP, RLHF, RAG, and multi-agent architectures.
• Proven experience deploying real-time AI systems in production (using tools like LangChain, Ray, or similar).
• Expertise in Python and ML frameworks (TensorFlow, PyTorch, Hugging Face).
• Hands-on with MLOps stacks (MLflow, SageMaker, Vertex AI, Kubeflow).
• Familiarity with customer support platforms (e.g., Zendesk, Salesforce Service Cloud) and their APIs.
  
  

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Preferred Qualifications

• Experience integrating AI with customer-facing channels (chat, email, voice, mobile).
• Knowledge of agent frameworks (AutoGen, CrewAI, MetaGPT) and orchestration tools.
• Understanding of metrics like CSAT, NPS, and how to optimize AI to move them.
• Exposure to fine-tuning and distillation of foundation models for domain-specific tasks.
• Strong communication skills and experience aligning technical initiatives with business outcomes.
  
  

Where we’re going

UKG is on the cusp of something truly special. Worldwide, we already hold the #1 market share position for workforce management and the #2 position for human capital management. Tens of millions of frontline workers start and end their days with our software, with billions of shifts managed annually through UKG solutions today. Yet it’s our AI-powered product portfolio designed to support customers of all sizes, industries, and geographies that will propel us into an even brighter tomorrow!

UKG is proud to be an equal opportunity employer and is committed to promoting diversity and inclusion in the workplace, including the recruitment process.

Disability Accommodation in the Application and Interview Process

For individuals with disabilities that need additional assistance at any point in the application and interview process, please email UKGCareers@ukg.com