Job Purpose
The AI Enabled Engineer is responsible for designing, developing, and delivering AI-powered solutions that reduce support demand, improve operational efficiency, and accelerate service outcomes across the RWS product portfolio.
Working as part of the Deflection Team and reporting to the Head of Deflection, the role partners closely with Support Analysts to transform operational insights and recurring support challenges into scalable automation, AI, and self-service capabilities.
Working alongside Support Analysts and supporting the Tech Lead, the AI Enabled Engineer uses modern AI technologies, automation platforms, and software engineering practices to deliver solutions that support the Deflection strategy. The role focuses on reducing the impact and frequency of support demand rather than resolving underlying product defects.
About Product & Technology
Product & Technology plays a pivotal role in aligning the organization with its strategic objectives and enhancing shareholder value. Product & Technology is responsible for establishing unified standards and governance practices throughout the company. Additionally, the team oversees the development and maintenance of core applications essential for the seamless operation of various functions across the organization, and drives and executes future roadmaps aligned with RWS's overall strategic direction.
With a global reach, Product & Technology provides support services to over 7500 end users worldwide, manages the information security operation and safeguards all assets. Core functions encompass Enterprise & Technical Architecture, Network & Voice, Infrastructure, Service Delivery, Service Operations, Data & Analytics, Security & Quality Compliance, Transformation, Application Development, and Enterprise Platforms. Product & Technology has a dedicated team of over 500 staff, ensuring a strong presence across all regions.
Key Responsibilities
AI Solution Development
•Design, develop, and deploy AI-powered tools that support support-demand reduction and operational efficiency objectives.
•Build solutions using Generative AI, AI Agents, LLMs, RAG, workflow automation, and modern development frameworks.
•Develop intelligent assistants, analytical tooling, workflow accelerators, and knowledge-driven solutions.
•Integrate AI capabilities with enterprise systems, collaboration platforms, knowledge bases, and operational tooling.
Automation & Process Improvement
•Evaluate support processes and operational workflows to identify automation opportunities.
•Design and implement automated solutions that reduce manual effort and improve consistency.
•Deliver scalable capabilities that improve response times, productivity, and user experience.
•Contribute to continuous improvement initiatives across the Deflection function.
Analytics & Insight Enablement
•Partner with Support Analysts to understand support demand trends, recurring issues, and operational challenges.
•Translate operational insights into AI, automation, and self-service solutions.
•Support data-driven decision making through analytical and AI-enabled capabilities.
•Identify opportunities to improve efficiency, quality, and customer outcomes through technology.
Solution Delivery & Enablement
•Deliver solutions through the full lifecycle from concept and prototype through deployment and handover.
•Ensure solutions are secure, scalable, maintainable, and aligned with enterprise standards.
•Produce technical documentation and operational guidance.
•Deliver knowledge transfer and support readiness activities to operational teams.
Success Measures
•Adoption and utilisation of AI-enabled capabilities.
•Reduction in manual effort through automation.
•Improvement in support deflection rates and operational efficiency.
•Quality, scalability, and sustainability of delivered solutions.
•Successful delivery of automation and AI roadmap commitments.
•Effective collaboration with Support Analysts and other Deflection Team members.
•Successful handover and operational readiness of deployed capabilities.
