Senior Platform AI Engineer focused on AI infrastructure and frameworks at Nexxen in Tel Aviv. Building next - gen AI capabilities for diverse products.
About the role
- Lead AI automation strategy for Customer Service at Spotify by shaping AI agents' behavior and outcomes. Collaborate with cross-functional teams to ensure effective, safe, and trustworthy AI experiences.
Responsibilities
- Help define the long-term vision for AI-driven customer automation, defining how agentic experiences should evolve across web messaging as automation becomes a primary interface.
- Set the strategic standards for agent reasoning, behaviour, and resolution, ensuring consistency across verticals while enabling teams to move quickly.
- Shape how business processes translate into scalable agent behaviour, ensuring Business Process Specifications (BPS) are reflected clearly and sustainably in the system.
- Define the quality and safety framework for automation, including how we approach guardrails, scenario coverage, validation, and regression as we scale.
- Establish how agent performance is measured and improved, setting expectations for experimentation, A/B testing, analytics, and learning loops.
- Provide systems-level oversight across tools, APIs, knowledge, prompts, and integrations, identifying structural constraints and influencing architectural direction.
- Guide decisions around LLM control, flexibility, and risk, applying strong conceptual understanding of non-deterministic systems to balance autonomy and reliability.
- Champion knowledge as a strategic input to automation, partnering with Knowledge Management to ensure governance, structure, and clear ownership models.
- Identify systemic gaps and recurring failure patterns, steering cross-functional improvements across process, tooling, and experience design.
- Act as a senior thought partner within Customer Service, influencing roadmap decisions and shaping how AI automation evolves at Spotify.
Requirements
- Experienced in conversational AI, automation, or intelligent self-serve systems at scale.
- Comfortable designing systems with dynamic, non-deterministic behaviour.
- Strong systems thinker, you understand how APIs, knowledge, prompts, and guardrails interact.
- Confident working with integrations and tooling, even if you’re not writing production code.
- Deeply focused on quality, safety, and trust in AI-driven customer experiences.
- Able to operate autonomously and make sound decisions in complex environments.
- Clear, structured communicator who can explain complex systems to diverse stakeholders.
- Data-informed, with experience using metrics and experimentation to guide decisions.
- Experience with LLMs, RAG systems, and AI agent frameworks.
- Familiarity with A/B testing and experimentation platforms
- Background in Customer Service operations, CX design, and automation strategy.
- Experience building or operating automation across different customer journeys.
Benefits
- We offer you the flexibility to work where you work best! There will be some in person meetings, but still allows for flexibility to work from home
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
No Education Requirement
Location requirements
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