Senior AI Engineer

At Gradient Labs , we're building the AI customer operations platform for financial services. Founded in 2023, we now work with some of the biggest names in banking and fintech.

Our platform runs specialist agents, purpose-built for financial services, to eliminate manual work across customer support and back-office operations. Together, they give product and operations teams the visibility and control to trust every outcome.

We're a team of builders from companies like Monzo, Wise, Revolut and Google. If you're excited to tackle some of the hardest problems in AI and help shape the future of customer operations, we'd love to hear from you.

🎯 How you’ll make an impact This is a build-and-ship role. You'll turn ambiguous customer support problems into reliable, observable AI agents that handle live conversations for real users.

You'll work close to production - designing prompts and tool flows, building eval suites, shipping changes, watching what breaks, and iterating fast.

Build and operate AI agents in production : Design, implement, and maintain agentic systems powered by LLMs - handling tool calling, multi-step reasoning, and integration with customer APIs and data sources. You'll own these systems end-to-end: reliable, observable, and auditable from day one.

Translate business problems into agentic workflows : Take on ambiguous, open-ended problems (like "help our agent handle conversations in multiple languages") and turn them into scoped, shippable projects.

Strong product mindset: Prioritise product thinking over pure ML technique, optimising for customer and business value rather than model performance for its own sake. Build robust evaluation infrastructure : Create and maintain eval suites drawn from real-world scenarios and edge cases.

Go beyond vibes-based testing: structured evals measuring accuracy, safety, and latency, tied to clear business outcomes, used to drive systematic improvements to prompts, tools, and behaviour. Enhance our agent : Develop