AI Enabled Engineer

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, we oversee the development and maintenance of core applications essential for the seamless operation of various functions across the organization. We are committed to driving and executing future roadmaps that are in line with the overall strategic direction of RWS. 

With a global reach, Product & Technology provides support services to over 7500 end users worldwide. We take pride in managing the information security operation and safeguarding all our assets. Our core functions encompass Enterprise & Technical Architecture, Network & Voice, Infrastructure, Service Delivery, Service Operations, Data & Analytics, Security & Quality Compliance, Transformation, Application Development, Enterprise Platforms, With a dedicated team of over 500 staff, Product & Technology ensures a strong presence across all regions, enabling efficient and effective support to our global operations.

Job Overview

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.

Life at RWS

Life at RWS - If you like the idea of working with smart people who are passionate about growing the value of ideas, data and content by making sure organizations are understood, then you’ll love life at RWS. 

Our purpose is to unlock global understanding. This means our work fundamentally recognizes the value of every language and culture. So, we celebrate difference, we are inclusive and believe that diversity makes us strong. We want every employee to grow as an individual and excel in their career. 

In return, we expect all our people to live by the values that unite us: to partner, putting clients fist and winning together, to pioneer, innovating fearlessly and leading with vision and courage, to progress, aiming high and growing through actions and to deliver, owning the outcome and building trust with our colleagues and clients.

RWS embraces DEI and promotes equal opportunity, we are an Equal Opportunity Employer and prohibit discrimination and harassment of any kind. RWS is committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment. All employment decisions at RWS are based on business needs, job requirements and individual qualifications, without regard to race, religion, nationality, ethnicity, sex, age, disability, or sexual orientation. RWS will not tolerate discrimination based on any of these characteristics. 

RWS Values 

Get the 3Ps right – Partner, Pioneer, Progress – and we´ll Deliver together as RWS.

Recruitment Agencies: RWS Holdings PLC does not accept agency resumes.  Please do not forward any unsolicited resumes to any RWS employees.  Any unsolicited resume received will be treated as the property of RWS and Terms & Conditions associated with the use of such resume will be considered null and void.