Agentic AI Architect / Engineer / Developer (Supply Chain & Customer Service)-100% remote

Location: Remote [with need by basis travel to client's location]
Department: Supply Chain Technology
Reports To: Sr. Director, Supply Chain IT/or his leadership team
Type: Contract

Duration: Initial term of 3-6 months

Job Overview:

We are seeking a forward-thinking Agentic AI Architect / Engineer / Developer to design and build autonomous AI agents that transform supply chain operations and customer service workflows. You will play a pivotal role in creating intelligent systems that go beyond traditional automation-enabling AI agents to reason, plan, act, and adapt autonomously across high-impact business processes.

This role blends deep AI engineering expertise with practical application in logistics, order management, customer engagement, and resolution handling.

Key Responsibilities:

Agent Design for Supply Chain & Customer Service

• Architect and build agentic AI systems that support use cases such as order tracking, inventory optimization, exception handling, shipment coordination, and demand forecasting.
• Develop customer-facing agents capable of resolving inquiries, escalating cases, and coordinating across internal systems (e.g., CRM, ERP, OMS, WMS).

Autonomous Task Execution

• Enable agents to autonomously initiate and complete tasks such as rescheduling deliveries, reordering stock, or initiating customer callbacks-based on business rules and real-time data.
• Integrate planning and memory capabilities to allow agents to track progress, reflect on prior actions, and manage long-term goals across supply chain events.

Tool & System Integration

• Connect agents to tools like Salesforce, SAP, Oracle SCM, ServiceNow, Zendesk, and custom APIs for inventory, shipment, or support workflows.
• Leverage vector databases and knowledge retrieval systems to provide contextual answers from SOPs, shipping manuals, and product databases.

Monitoring & Optimization

• Design feedback loops to help agents self-correct, escalate appropriately, and improve over time via reinforcement or supervised fine-tuning.
• Monitor agent behavior in live environments and optimize for efficiency, safety, and customer satisfaction.

Collaboration & Documentation

• Work cross-functionally with supply chain teams, customer service managers, and IT to align agent design with operational goals.
• Document workflows, agent decision logic, and API/tool usage for transparency and maintainability.

Required Qualifications:

• Bachelor's or Master's degree in Computer Science, AI, Engineering, or related field.
• 3+ years of experience in AI/ML systems development, with at least 1 year building or deploying LLM-based agents or autonomous workflows.
• Strong Python skills; experience with frameworks like LangChain, LangGraph, Transformers, or OpenAI/Anthropic APIs.
• Knowledge of supply chain or customer service systems (e.g., ERP, CRM, WMS, OMS, or ticketing systems).
• Familiarity with RAG (retrieval-augmented generation), vector stores (e.g., Pinecone, FAISS), and external tool orchestration via agents.
• Experience building AutoGPT-style agents or enterprise taskbots for operations or support.
• Understanding of supply chain KPIs (e.g., OTIF, lead times, stock-outs) and how AI can improve them.
• Knowledge of reinforcement learning, workflow automation, or human-in-the-loop systems.
• Experience deploying AI agents in production environments (cloud-native or hybrid).
• Ability to drive R&D, POC, and exploring art of possible.