GenAI and Machine Learning Engineer

About the Role

We are seeking a highly skilled hybrid GenAI and machine learning engineer to design, test, and deploy Generative AI (GenAI), Large Language Model (LLM)-powered capabilities and machine learning solutions within the contact center. This role focuses on hands‑on development, LLM evaluation, prompt engineering, and solution testing, working closely with product managers and operations teams. You will help build AI-driven solutions across the contact lifecycle and drive meaningful performance and customer experience improvements.

Position Responsibilities

Key Responsibilities – Solution Development

• Develop, train, and deploy machine learning models to support contact center optimization and quality automation.
• Build and maintain ML pipelines for data prep, feature engineering, model training, testing, and monitoring.
• Apply MLOps best practices including CI/CD, model versioning, drift detection, and performance monitoring.
• Develop, configure, and test GenAI solutions for contact center workflows including agent assist, summarization, knowledge retrieval, and QA automation.
• Build prompt frameworks and templates for operational use cases.
• Evaluate and compare LLM capabilities across platforms (OpenAI, Azure OpenAI, Anthropic, Google, etc.).
• Conduct iterative experimentation to improve model accuracy, tone, compliance, and consistency.
• Integrate LLMs with enterprise data sources using retrieval-augmented generation (RAG).

Key Responsibilities – LLM Evaluation & Quality Assurance

• Design evaluation methodologies including grounding tests, hallucination detection, correctness scoring, and safety checks.
• Create scoring rubrics and benchmark datasets tailored to contact center scenarios.
• Run side-by-side model comparisons and maintain dashboards for accuracy, latency, and cost.
• Test solutions against compliance, risk, and privacy guidelines.

Key Responsibilities – Technical Solutioning & Prototyping

• Build prototypes using Python, APIs, vector databases, embeddings, and orchestration frameworks.
• Experience developing and deploying ML models (supervised, unsupervised, deep learning) in production.
• Skilled with ML frameworks such as TensorFlow, PyTorch, scikit-learn.
• Familiarity with MLOps tools (MLflow, Kubeflow, Azure ML).
• Strong understanding of model lifecycle management and monitoring.
• Develop pipelines to prepare transcripts, metadata, and knowledge sources for GenAI.
• Use tools such as Azure OpenAI, LangChain, or Semantic Kernel.
• Partner with engineering to hand off production-ready logic and evaluation artifacts.

Required Qualifications

• Hands-on experience with custom ML model development
• Strong Python skills (pandas, numpy, scikit-learn, LangChain/Semantic Kernel)
• Understanding of NLP concepts including summarization, classification, and semantic similarity
• Experience with large conversational datasets (voice, chat, digital)
• Familiarity with cloud services (e.g., AWS Bedrock, Connect)

Preferred Qualifications

• Hands-on experience with LLMs, prompt design, and evaluation
• Experience implementing RAG systems with vector databases such as Pinecone, Milvus, or ChromaDB.
• Experience working with APIs, embeddings, vector databases, and knowledge bases
• Knowledge of responsible AI, safety evaluation, and compliance testing.

What We Offer

When you join our team:

• We’ll empower you to learn and grow the career you want.
• We’ll recognize and support you in a flexible environment where well-being and inclusion are more than just words.
• As part of our global team, we’ll support you in shaping the future you want to see.

#LI-Hybrid

The role being advertised is an existing vacancy.

About Manulife and John Hancock

Manulife Financial Corporation is a leading international financial services provider that helps people make decisions easier and live better lives. To learn more about us, visit https://www.manulife.com.vn/.

Manulife is an Equal Opportunity Employer

At Manulife/John Hancock, we always embrace diversity. We strive to attract, develop, and retain a diverse workforce that is similar to the customers we serve, while fostering an inclusive work environment that values the strengths of each culture and individual. We are committed to recruiting, retaining, promoting, and compensating fairly. We also manage all our operations and programs without discrimination based on race, lineage, origin, color, ethnicity, citizenship, religion or religious beliefs, faith, sex (including pregnancy and related conditions), sexual orientation, genetic characteristics, veteran status, gender identity, gender expression, age, marital status, family status, disability, or any other basis protected by applicable law.

Our priority is to remove barriers to equal employment opportunity. A representative from the Human Resources Department will work with candidates who require reasonable adjustments during the application process. All information shared during the request for adjustment will be stored and used in accordance with applicable law and Manulife/John Hancock policy. To request a reasonable adjustment during the application process, please contact hr@manulife.com.

Salary Information

Salary range is expected to be between $94,430.00 CAD - $144,430.00 CAD Employees also have the opportunity to participate in incentive programs and earn incentive compensation tied to business and individual performance. The actual salary will vary depending on local market conditions, geography and relevant job-related factors such as knowledge, skills, qualifications, experience, and education/training. If you are applying for this role outside of the primary location, please contact hr@manulife.com for the salary range for your location.

Benefits

Manulife offers eligible employees a wide array of customizable benefits, including health, dental, mental health, vision, short- and long-term disability, life and AD&D insurance coverage, adoption/surrogacy and wellness benefits, and employee/family assistance plans. We also offer eligible employees various retirement savings plans (including pension and a global share ownership plan with employer matching contributions) and financial education and counseling resources. Our generous paid time off program in Canada includes holidays, vacation, personal, and sick days, and we offer the full range of statutory leaves of absence. If you are applying for this role in the U.S., please contact hr@manulife.com for more information about U.S.-specific paid time off provisions.

We use data and analytics technologies, such as artificial intelligence (AI), and automated processing tools, to analyze and process the information you provide to us or third parties in the application process. For more information, please refer to our personal information collection statement.