Are you ready to build the future of Latin America? 🚀
At Rappi, we build the SuperApp that changes the lives of millions of people every day. We are a team driven by speed, execution, and real results.
This is where things happen. If you are excited by solving real-scale problems, learning at record speed, and seeing the impact of your ideas in a matter of days, this is your place.
AI Engineer: Live Support and Tooling
The challenge
Each support contact is a moment of truth: a user with an order that went wrong, hoping that someone (or something) resolves it quickly. We are looking for someone to build the system that makes that possible: the tooling layer that gives superpowers to our human agents, and the AI agents that resolve what doesn’t require a human.
You will work on live support (chat and WhatsApp) at a regional scale, moving from deterministic flows to agentic systems with LLMs, always with an underlying question: does this reduce the effort for the user and the agent, and improve the experience at the moment it matters most?
Your challenges
Design and build tools for support agents within our internal case management platform: user and order context, response suggestions, one-click actions, automation of repetitive tasks, and reduction of AHT.
Develop AI agents for live support (LLM APIs, MCP, agentic frameworks, RAG) that resolve cases end-to-end, with a clean handoff to humans when appropriate.
Integrate the contact center and workforce layer (Amazon Connect, Assembled) with our internal tools and services, supporting the transition from legacy tools.
Build knowledge pipelines (RAG, vector search) so that human and AI agents respond with updated policies and data.
Connect with compensation, payment, and policy services to ensure resolutions are consistent and auditable.
Define evaluation and observability of agents: response quality, resolution rate, escalation, cost per contact, experiment management.
Take prototype ideas to production: "I prototyped it, put it into production and scaled it".
You will be a great fit
The resume matters little to us. Show us, don’t tell us. What we do value highly:
You have put a system into production: not a tutorial, not a notebook, real life: it scaled and held up.
Real automations: something you automated for yourself, for a company, or that you sold.
Something you built without being asked: a side project, a bot, a tool. Proof that you act, not just react.
A solution you sold or scaled: if you turned a problem into a product, or took an app from 0 to +10,000 users, even better.
End-to-end project leadership: you took projects from idea to production, presented and defended your ideas, and coordinated multidisciplinary teams in design, operations, technology, and product.
There is no single profile. It doesn't matter if you are an ex-founder, entrepreneur, engineer, data scientist, full-stack, self-taught, AI-first, or come from operations. There is a level of hunger, curiosity, and execution that is non-negotiable.
Tech profile
What you need to master
We do not require a specific stack. We do ask that you are up to date with what is currently used to build real agents and systems. What the team already uses:
Infra: Docker / Kubernetes, CI/CD, webhooks, real-time data
Channels and product: Amazon Connect, Twilio / WhatsApp, Amplitude, Braze
Analytics: Power BI / Looker, experimentation (Statsig)
Automation: n8n / Make / Assembled
What makes you different
You are obsessed with improving the user experience. You feel every friction, every wait, and every failed response as your own problem.
You find scalable solutions to complex problems. You don't patch individual cases: you design systems that work for millions of contacts.
You are so detail-oriented that bugs personally bother you.
When faced with a "can't," you look for the "how can," without waiting for permission.
You have extreme ownership: the problem is yours until it is solved.
You enjoy working in a team without losing autonomy. You don't need someone to tell you what to do.
You know how to present and defend your ideas before stakeholders and coordinate multidisciplinary teams in design, operations, technology, and product.
You are motivated to leave a mark, not just do your job.
We believe our talent deserves the best tools to make an impact with purpose.
Colombia 🇨🇴
At Rappi, diversity makes us stronger
We believe diverse and inclusive teams build the best products, and we actively seek people of all genders, ages, backgrounds, religions, and sexual orientations. If you want to build the future of Latin America, your place is here.
Will you join the team? At Rappi, the limit is the one you set for yourself. If you are excited about learning in motion and building solutions that scale to millions, we want to meet you.