Applied AI Engineer

We're building the AI-driven future of customer success, from retention to growth

Gainsight is the AI-powered retention engine behind the world's most customer-centric companies. The Gainsight CustomerOS platform orchestrates the customer journey from onboarding to outcomes to advocacy. More than 2,000 companies trust Gainsight's applications and AI agents to drive learning, adoption, community connection, and success for their customers. To explore how our suite of solutions is shaping the future of customer success, check out the link .

About This Role:

We're looking for a full-time Applied AI Engineer to join our Engineering team reporting to the CTO, Gainsight Labs. This role is a hybrid role based out of one of our India locations.

In this role, you'll play a key role in advancing our AI capabilities by designing and orchestrating agentic workflows that enable intelligent, multi-model decision-making. This is a great opportunity for someone who thrives in building adaptive systems and enjoys working cross-functionally with product, data, and engineering teams. The ideal candidate brings strong skills in agentic behavior design, multi-model coordination, and workflow optimization.

What You'll Do:

• Evaluate and integrate orchestration frameworks (e.g., LangChain, LlamaIndex) to optimize model routing logic.
• Configure AI agents to intelligently select the best model for each query, leveraging GPT-4 for complex reasoning, Llama 2 for rapid responses, and Claude for nuanced understanding.
• Develop fallback and escalation mechanisms, ensuring tasks are reassigned to the appropriate model if an initial response lacks confidence or accuracy.
• Fine-tune multi-step agentic workflows that incorporate external APIs, retrieval-augmented data (RAG), and reflection prompts to ensure high-quality outputs.
• Monitor performance metrics and AI decision policies, continuously refining workflows based on real-world feedback and LLM evaluation metrics.
• Design AI-driven handoff strategies for seamless agent communication, error recovery, and reasoning enhancements.
• Implement dashboards and evaluation criteria to measure how agentic workflows evolve over time.
• Collaborate with AI researchers, engineers, and product teams to enhance autonomous agent capabilities in a real-world production environment.

This is not a complete list of responsibilities, and the scope of the role may evolve with the needs of the team and business.

What We're Looking For:

Must Have:

• 5–8+ years of experience in AI, Machine Learning, NLP, or AI Systems Engineering.
• 2–3+ years of hands-on experience building AI agents, designing model routing architectures, or working with multi-model AI orchestration.
• Expertise in agentic frameworks such as LangChain, LlamaIndex, CrewAI, or OpenAI function calling.
• Deep knowledge of LLM architectures (GPT-4, Claude, Llama 2, Mistral) and experience orchestrating multi-model decision workflows.
• Strong understanding of retrieval-augmented generation (RAG) and how to integrate vector databases into AI workflows.
• Experience designing self-assessment and reflection prompts that improve agent reasoning accuracy.
• Proficiency in Python, OpenAI SDK, Hugging Face, and cloud-based AI deployments.
• Strong grasp of LLM safety mechanisms, fallback strategies, and ethical AI development.
• Experience implementing evaluation dashboards and tracking model performance using AI metrics (win-rate comparisons, perplexity, response confidence).

Nice to Have:

• Experience fine-tuning open-source LLMs for domain-specific use cases.
• Strong grasp of automated agent handoffs and escalation pathways.
• Familiarity with multi-agent AI research, including self-improving agent architectures.
• Knowledge of LLM caching, latency optimization, and efficient model-switching technique

Why You'll Love It Here

Gainsight is a place where innovation is shaped through collaboration, curiosity, and a shared focus on solving real-world problems. With a growing suite of products across customer success, product experience, community, education, and AI-powered relationship intelligence, we continue to evolve with the needs of our customers. When people with diverse strengths, a strong sense of community, and true passion for our mission come together, they drive greater impact and create lasting value. What underpins it all is a culture that offers the stability, trust, and support that people need - not just to do the job, but to show up as themselves and feel connected to the work they do. Gainsters love working here for several reasons. Here are a few:

Our Compensation and Benefits: At Gainsight, we believe great work happens when teammates feel fully supported. We offer a comprehensive benefits package including full health coverage (including OPD), wellness and mental health resources, flexible remote work options, and childcare assistance. You'll also enjoy dedicated Recharge Holidays - one long weekend each quarter to relax and reset.

Our Core Values : We are guided by our values and our mission to be living proof you can win in business while being Human-First . Learn more here .

Our Growth Opportunities : From mentoring to career development opportunities, we're passionate about helping our teammates learn, grow, and thrive.

Our Parody Videos : No explanation needed. Just watch them here

If this sounds like the right role for you, we'd love to hear from you.