Who We AreAt Newrez, we bring big thinkers and caring doers together to make home happen. We're a team built on heart and hustle, united by a commitment to show up for our customers, our communities, and each other. We believe that when our people thrive, homeowners thrive - and that's why we invest in your growth, wellbeing, and ability to make an impact.
Every day, we work to exceed the expectations of our residential mortgage borrowers and business partners through superior service, simple processes, and clear communication. We do this by empowering our employees, encouraging innovative solutions and recognizing great performance.
POSITION SUMMARY:The Senior AI Cloud Infrastructure Engineer is responsible for owning the intake, provisioning, and operational delivery of enterprise AI platforms within the Infrastructure Enterprise Services (IES) organization. This role serves as the primary Infrastructure owner for AI tools such as ChatGPT, Claude, Copilot, GitHub Copilot, and Replit, ensuring consistent onboarding, lifecycle management, and adherence to enterprise standards.
Working closely with Infrastructure, Security, and Business stakeholders, this position ensures AI platforms are deployed and managed through standardized, secure, and scalable service management processes. This role enables the company's strategic adoption of artificial intelligence by establishing repeatable onboarding practices, enforcing governance alignment, and driving operational excellence across all AI service delivery.
DESCRIPTION:Essential Functions, Duties, and Responsibilities- Own end-to-end intake, approval, and provisioning processes for enterprise AI tools (ChatGPT, Claude, Copilot, GitHub Copilot, Replit).
- Operate as the Infrastructure service owner for AI platforms, aligned to existing service ownership models (e.g., M365 Copilot).
- Manage ServiceNow-based intake workflows and ensure all requests follow defined governance processes.
- Coordinate provisioning activities using SSO, Entra ID, and role-based access controls (RBAC).
- Ensure joiner, mover, leaver (JML) lifecycle management for AI tool access.
- Partner with Security and Compliance teams to enforce AI usage policies and data protection standards.
- Act as escalation point for access issues, provisioning failures, and service delivery challenges.
- Maintain operational runbooks, request processes, and support models for AI services.
- Define and improve AI use case intake and onboarding processes.
- Monitor AI tool usage, adoption, and cost trends and support FinOps alignment.
- Act as liaison between Infrastructure, Security, Compliance, and business stakeholders.
- Drive standardization and automation of AI provisioning and onboarding processes.
- Ability to effectively and accurately convey information to others.
- Performs related duties as assigned by management.
Qualifications and Education Requirements:- 5+ years' experience in technical service delivery, platform ownership, or infrastructure operations.
- Strong understanding of identity and access management (Entra ID, SSO, RBAC).
- Experience with enterprise AI platforms (Copilot, ChatGPT, Claude, etc.).
- Hands-on experience with ITSM tools such as ServiceNow.
- Understanding of governance, compliance, and secure onboarding practices.
- Strong troubleshooting and operational management skills.
- Preferred exposure to cloud environments (AWS, Azure).
Skills, Abilities, and Knowledge:- Strong understanding of AI/ML risk concepts including bias, robustness, explainability, transparency, and resilience.
- Ability to relate technical AI risks to business impact and regulatory obligations.
- Experience with AI lifecycle documentation, interpretability tooling, and governance workflows.
- Strong written and verbal communication skills; ability to translate complex concepts clearly for all audiences.
- Highly organized, self-directed, and capable of driving initiatives across multiple teams.
- Inherent integrity, curiosity, and commitment to responsible technology use.
- Demonstrated problem-solving capabilities, and ability to manage complex local and international security requirements.
- Self-motivated, directed, and well-organized, with the vision to position controls in anticipation of threats.
- Successful track record of managing external entities' contracts and relationships and mitigating risks to business development opportunities.
- Familiarity with state, federal and international privacy laws.
- Highly trustworthy; leads by example.
Work Environment and Physical Requirements:- Working on-site at assigned office location.
- Regular and punctual attendance adhering to schedule established by leadership.
- Flexibility to work occasional adjusted work schedules, overtime, and evening and/or weekend hours to meet deadlines or as business needs demand.
- Working in a cubicle hub, maintaining focus on phone calls in a noisy environment within earshot of multiple other conversations.
- Sedentary work in a stationary position at a cubicle for prolonged periods of time.
- Constant repetitive motions required for operating a computer, such as typing and managing phone calls.
- Constantly communicating effectively verbally in English, including accurately exchanging information with others following identification of correct procedures.
Additional Information:
While this description is intended to be an accurate reflection of the position's requirements, it in no way implies/states that these are the only job responsibilities. Management reserves the right to modify, add or remove duties and request other duties, as necessary.
All employees are required to have smart phones that meet Company security standards with the ability to install apps such as Microsoft Authenticator. Employment will be contingent on this requirement.
Why NewrezWe're a great place to work because we invest in what matters: your career, your community, your wellbeing, and your future. Our total rewards package is designed to support your whole self.
Company Benefits:
We offer benefits, programs, and perks that support you in every aspect of your life.
- Medical, dental, and vision insurance
- Health Savings Account with employer contribution
- 401(k) Retirement plan with employer match
- Paid Maternity Leave/Parental Bonding Leave/Caregiver Leave
- Adoption Assistance
- Tuition & Certification reimbursement
- Employee Mortgage Loan Program
- The Newrez Employee Emergency and Disaster Fund is a program to support our team members experiencing hardships
Newrez NOW:
Through Newrez NOW, our Corporate Social Responsibility program, you'll have opportunities to give back, lead, and make a difference.
- 1 company-paid Volunteer Time Off day (with over 40,000 volunteer hours contributed since our inception)
- Matching Gifts Program - dollar-for-dollar up to $1,000
- Access to grants, nonprofit resources, and volunteer opportunities
- More than $6,000,000 donated since 2020
- 1 in 5 employees participates in at least one Employee Resource Group (ERG)
Equal Employment Opportunity
We're proud to be an equal opportunity employer- and celebrate our employees' differences, including race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, and Veteran status. Different makes us better.
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