Overview

Medallia is the pioneer and market leader in Experience Management. Our award-winning SaaS platform, Medallia Experience Cloud, leads the market in the management of experiences, insights, and actions for candidates, customers, employees, patients, and residents alike.

We believe that every experience is a memory that can last a lifetime. Experiences shape the way people feel about a company. And they greatly influence how likely people are to advocate, contribute, and stay. At Medallia, we are committed to creating a world where organizations are loved by their customers and their employees.

We empower exceptional people to create extraordinary experiences together.

Bring your whole self.

Our IT Culture

We don’t expect to be perfect, but we are always proactively seeking out ways to help solve bottlenecks within our infrastructure and user community. We build strong relationships with team members around the globe. Medallia IT is a integral, no-nonsense flat organization where the best ideas are implemented, no matter where they come from
We love technology and we are always after the latest technologies to learn and share with our team. We are not afraid of failing when we are experimenting with different technologies, development methodologies, and tools. We’ve got a culture focused on smarts, kindness, continual learning, and feedback
IT in Medallia is creating a world class delivery and capabilities organization that will simplify the landscape for support efficiency while, and Designing, Planning and delivering quality new solutions that are, cost effectively.

The Role

As a Senior AI Systems Engineer specialized in AI Automation, Frameworks & Enterprise Integrations, you will help shape and scale Medallia’s internal AI-enabled automation capabilities. You will provide technical direction and review for a small group of engineers (no direct reports), and help establish the architecture, engineering controls, and delivery practices the team will build on.

You will work with teams across IT, Security, Engineering, People, Finance, Support, and business operations to design, build, and run secure, scalable AI and automation solutions, from first proof of concept to production. Our platform direction includes LangGraph, LiteLLM, Langfuse, Postgres, and vLLM, with a mix of open-source models and commercial frontier models such as Gemini and Anthropic.

Responsibilities

- Provide technical direction, design and code review, and mentoring for a small group of engineers, and help establish standards, reference architectures, and a CI/CD strategy with testing, evaluation gates, and release controls.
- Contribute to the product roadmap by assessing opportunities, feasibility, and cost with stakeholders, and present recommendations to technical and business audiences.
- Design and build agentic AI workflows (e.g., LangGraph) with Postgres persistence, tool calling, error handling, and human-in-the-loop controls.
- Help operate the LLM gateway (e.g., LiteLLM), self-hosted inference (e.g., vLLM), and observability and evaluation (e.g., Langfuse), including policies for choosing local versus frontier models by data sensitivity, quality, and cost.
- Architect integrations across ITSM, collaboration, identity, and ticketing platforms using APIs and webhooks, with tools such as n8n, Zapier, ServiceNow, or custom code as appropriate.
- Partner with Security, Legal, and Privacy to implement governance controls (PII handling, access boundaries, prompt-injection defenses, audit logging), and recommend human review for changes touching authentication, authorization, or encryption.
- Build resilient, observable services, optimize licensing and AI/API spend, and serve as an escalation point for complex L3 issues while building runbooks that reduce escalations.

Candidates based in the Buenos Aires vicinity will be prioritized as this role is Hybrid, 3 days per week onsite.

Qualifications

Minimum Qualifications

- Bachelor’s degree in Information Technology, Computer Science, Engineering, or a related field, or equivalent practical experience.
- 6+ years of experience in systems engineering, platform engineering, software engineering, or enterprise automation.
- Experience providing technical direction, such as leading designs, reviewing code, or mentoring engineers, with or without formal leadership authority.
- Experience taking complex systems from proof of concept to production, including deployment and ongoing lifecycle management.
- Hands-on experience building LLM-based applications, including prompt design, tool calling, and agentic orchestration with frameworks such as LangGraph, LangChain, or equivalent.
- Experience designing integrations with APIs, webhooks, JSON payloads, OAuth/SAML, and event-driven workflows.
- Strong scripting and development skills in Python, JavaScript/Node.js, Bash, or PowerShell.
- Experience with containers, CI/CD pipelines, and infrastructure-as-code.
- Experience with relational databases such as Postgres.
- Experience presenting to and influencing technical and business stakeholders.
- Ability to work from the office as needed and travel for key project phases.
- English proficiency, written and oral.

Preferred Qualifications
- Experience with n8n, Zapier, or ServiceNow (ITSM, request management, automation).
- Experience running self-hosted inference (e.g., vLLM) and evaluating open-source models.
- Experience with an LLM gateway (e.g., LiteLLM) and multi-provider setups such as Gemini and Anthropic.
- Experience with LLM observability and evaluation tooling (e.g., Langfuse).
- Experience with Kubernetes and GPU-based workloads.
- Experience with RAG, vector databases (e.g., pgvector), and retrieval patterns.
- Understanding of enterprise AI governance, including PII redaction, auditability, and LLM access boundaries.
- Experience with SaaS integrations across Google Workspace, Microsoft 365, Jira, Salesforce, Okta, and Slack.
- Familiarity with ITIL-based service delivery.
- Experience in a flat, agile, globally distributed organization.

📌 Senior AI Systems Engineer (Buenos Aires)
🏢 Medallia
📍 Buenos Aires