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About
What You'll Do
- Build agentic AI systems that solve real-world connectivity and support problems through planning, tool use, and multi-step reasoning.
- Evaluate LLM usage for safety, correctness, hallucination, contextual relevance, and performance—ensuring the right model is used for the job.
- Design robust prompts and workflows to support voice and text-based interactions across a wide variety of customer environments.
- Guide and mentor other engineers, elevating the team's ability to build agentic systems through design reviews, pairing, and shared tooling.
- Partner with product and CX teams to deeply understand customer problems and drive intelligent solutions.
- Prototype quickly to learn what works—and scale what does.
- Hands-on experience designing, building and shipping production-grade AI applications that leverage frontier models.
- Familiarity in LLM evaluation techniques: tool correctness, grounding, hallucination detection, prompt tuning, safety, etc.
- Experience working with RAG and retrieval architectures, multi-modal inputs, external tool usage, prompt engineering, and customer-specific customization.
- Understanding of model fine-tuning and trade-offs
- Practical knowledge of AI observability, tracing, model evaluation and selection, and cost-performance tradeoffs.
- Experience working in startup or high-speed product environments, where ownership and iteration are key.
- Proven experience designing and building robust, scalable software systems.
- Experience using AI coding tools (e.g., Cursor, Claude Code etc ) to define AI-first developer workflows that raise the bar for the whole team.
- A natural coach and mentor—someone who makes the team better by sharing insights, patterns, and feedback.
- Natural speech (voice) interaction experience is a strong plus.
- You're focused on building AI models or frameworks from scratch.
- Your background is purely ML ops, backend pipelines, or foundational model training.
- You thrive in large, structured enterprise environments with well defined scopes.
- Benefits through Manulife - Medical, Dental
- Employee Assistance Program
- Equity- Stock Options
- 3 weeks vacation plus an additional 10 days around statutory holidays to make long weekends longer
- Onsite gym conveniently located downtown Kitchener
- Weekly lunches
We use AWS (EKS, Lambda, Dynamo, RDS), OpenAI, Elevenlabs, Snowflake, , Python, React, Android, and iOS. You don't need to know it all—but you should be comfortable picking up new tools fast.
About RouteThis
RouteThis is a SaaS company headquartered in Kitchener-Waterloo, transforming how ISPs and smart home brands handle support. Our AI-powered platform turns reactive support into proactive resolutions—making WiFi issues faster to solve and easier to prevent.
We're a team that values ownership, velocity, and customer obsession. We offer flexible work arrangements and a supportive environment for high-impact builders.
Sound like you? Apply now and help us shape the future of AI-first support. We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.
Languages
- English
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