Job Type:
Regular
Work Location:
Samsung Electronics America - Plano, TX 75023
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…