Job Type:

Work Location:

Overview:

2020 Companies, in partnership with Samsung Electronics America, is seeking an AI Process Innovation Manager

Pay: $130,000 annually

Location: Plano, TX office (On-site required)

Required: Bilingual in English and Korean

Work Authorization:  Applicants must be authorized to work in the United States full-time without current or future visa sponsorship.

The Manager, AI Process Innovation, designs, develops, and deploys Agentic AI solutions and process automation workflows within Samsung's SEA Process Innovation Group. This role bridges AI technology and business operations, translating identified use cases into working production systems that drive measurable improvements in Care service quality and efficiency.

This position collaborates closely with the Sr. Manager, Korea HQ counterparts, and SEA business unit stakeholders to ensure AI implementations align with strategic priorities and are delivered on time and within scope.

What's in it for you?

• Receive a competitive salary, paid weekly
• Next-day pay on-demand with DailyPay
• Health/Dental/Vision benefits
• 401K Program with matching
• Paid Time Off
• Paid Holidays
• Scholarship opportunities for employees and direct family members
• Employee Assistance Program
• Leadership Development Program

Job Description:

Role and Responsibilities

• Agentic AI Development: Design, build, and deploy multi-agent AI workflows using frameworks such as LangGraph, AutoGen, or CrewAI; implement agent orchestration, tool-calling, memory, and guardrail logic for production Care operation use cases
• AI Use Case Discovery & Implementation: Identify, document, and prioritize AI use cases in collaboration with business stakeholders across Care functions (contact center automation, intelligent case routing, knowledge assistant, quality monitoring); lead full implementation lifecycle from PoC through production
• MCP Server Development: Develop and maintain MCP (Model Context Protocol) servers that expose enterprise data and capabilities to AI agents; design tool definitions, authentication, and response schemas
• API & System Integration: Build and maintain API integrations connecting AI agents to internal systems (CRM, ticketing, ERP, knowledge bases) and external services; develop RESTful APIs and webhook handlers
• Database Design & Management: Design and manage databases supporting AI applications: configure vector stores for RAG pipelines, maintain relational schemas for application data, and optimize query performance for real-time AI inference
• Low-Code Automation: Develop process automation solutions using low-code platforms (e.g., Microsoft Power Automate, Power Apps, or equivalent) to accelerate delivery of repetitive process improvements
• Environment Configuration: Set up and maintain full AI development and production environments: LLM API configuration, containerization (Docker/Kubernetes), CI/CD pipelines, monitoring dashboards, and logging infrastructure
• Process Analysis & Improvement: Conduct as-is process mapping and gap analysis for target business processes; translate findings into AI-augmented to-be designs and document implementation specifications
• Quality Assurance & Governance: Develop evaluation frameworks for AI agent outputs; monitor production model performance, hallucination rates, and latency; implement feedback loops and continuous improvement cycles

Qualifications:

• Bachelor's degree in Computer Science, Software Engineering, Information Systems, or related field
• 5–8 years of experience in software development, process automation, or AI/ML implementation
• Hands-on experience building and deploying Agentic AI systems in production — including multi-agent orchestration, tool integration, and autonomous task execution (required)
• Proficiency in Python; experience with AI/ML libraries (LangChain, LangGraph, AutoGen, OpenAI SDK, Hugging Face Transformers)
• Experience designing and building MCP (Model Context Protocol) servers and connecting agents to enterprise APIs and databases
• Strong API development and integration skills: REST, GraphQL, OAuth2/JWT authentication, API gateway configuration
• Database experience: vector databases (Pinecone, Weaviate, Chroma, pgvector), relational databases (PostgreSQL, MySQL), NoSQL (MongoDB, Redis)
• Experience with cloud AI services: Azure OpenAI, AWS Bedrock, Google Vertex AI, or equivalent
• Low-code development experience (Microsoft Power Platform, Appian, or equivalent) preferred
• Experience with containerization and deployment: Docker, Kubernetes, CI/CD pipelines (GitHub Actions, Azure DevOps)
• Background in Customer Service, Care operations, or service industry processes strongly preferred
• Ability to clearly communicate technical designs and implementation status to non-technical business stakeholders
• Korean language proficiency preferred for collaboration with Korea HQ
• Self-directed and results-oriented; comfortable managing multiple concurrent workstreams
• Skilled in use of Microsoft Office, including Excel, PowerPoint, and Word
• Willing to work on-site at the Dallas, TX office
• This is a BPO contract position

What You Can Expect From 2020 Companies
We welcome every voice, and we are committed to building a truly inclusive environment where your differences are not just welcomed, they are celebrated. We are always identifying opportunities to encourage our team to be their authentic selves, while working to provide a best-in-class experience for our employees. Whether that’s paid holidays, long-term career pathing options, personal development opportunities or professional stretch assignments, you can expect 2020 Companies to support you.

2020’s Commitment
We are committed to creating a diverse and inclusive organization and are proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, pregnancy, disability, age, veteran status, or other dimensions of identity.