Overview
We are HGEM, the authority in Guest Experience Management, helping hospitality brands grow through guest insights. We build and operate a suite of data-driven products that help our clients understand, measure, and improve every guest interaction. This is a senior role reporting to our Chief Technical Officer, based within about 30 miles of Bath to support team cohesion, with hybrid working available. We offer a supportive, high-performance culture, a friendly team, and the opportunity to make a genuine impact. The role is full-time and permanent, with a hybrid remote working arrangement in Bath, and benefits include additional leave, casual dress, company events, company pension, cycle to work scheme, gym membership, profit sharing, and work from home.
Salary: £65,000 – 70,000 per year
Requirements
- We need hands-on experience building production systems with LLMs, RAG architectures, and tool use.
- We need strong software engineering fundamentals in one or more of C#, Python, or TypeScript/JavaScript.
- We need experience integrating with LLM provider APIs such as OpenAI, Anthropic Claude, or equivalent.
- We need working knowledge of embedding models, vector databases, and semantic search.
- We need familiarity with cloud infrastructure on Azure or equivalent, including deployment, storage, compute, and managed AI services.
- We need experience with source control, Git, CI/CD pipelines, and test-driven development.
- We need the ability to evaluate and benchmark AI model output quality, cost, and latency.
- Desirable: experience with agent orchestration tools such as OpenClaw or Hermes.
- Desirable: knowledge of data privacy regulations and their implications for AI systems handling customer data.
Responsibilities
- We will architect and maintain the orchestration layer that coordinates AI agents to design, write, test, and deploy production code.
- We will define guardrails, evaluation frameworks, and human-in-the-loop checkpoints that make agentic development safe and auditable.
- We will write the majority of production code using AI coding tools, treating AI as a first-class collaborator.
- We will continuously evaluate new agent frameworks, models, and tooling and recommend adoption where there is clear product or velocity benefit.
- We will design and build LLM-powered features within our platform, including natural language interfaces, intelligent summarisation, and automated insight generation.
- We will own prompt engineering, RAG pipeline design, and the retrieval architecture underpinning AI features.
- We will integrate with external model providers and evaluate when to use third-party APIs versus fine-tuned or self-hosted models.
- We will implement robust evaluation pipelines to measure output quality, latency, and cost across AI features.
- We will design and maintain embedding pipelines, vector stores, and semantic search capabilities that power AI features.
- We will collaborate with the data team on ML model training and fine-tuning where our proprietary data provides a competitive advantage.
- We will ensure AI systems meet data governance, privacy, and security standards relevant to our hospitality clients.
- We will produce clean, well-tested, maintainable code in accordance with our coding standards.
- We will participate in code review and architecture discussions.
- We will contribute to technical documentation, specifications, and internal knowledge sharing on AI-era engineering practices.
- We will identify and manage risks when AI-generated changes could affect other areas of the system.
- We will act as an internal authority on AI engineering practice and help the wider team work effectively alongside AI agents.
- We will consult with the CTO and leadership team to shape our AI product strategy and technology choices.
- We will perform research and development activities that lead to innovations in product capability, development efficiency, and platform performance.
Technologies
- AI
- Architect
- Azure
- C#
- CI/CD
- Cloud
- CTO
- Git
- Support
- JavaScript
- LLM
- Python
- Security
- TypeScript
More
We are HGEM, the authority in Guest Experience Management, helping hospitality brands grow through guest insights. We build and operate a suite of data-driven products that help our clients understand, measure, and improve every guest interaction. This is a senior role reporting to our Chief Technical Officer, based within about 30 miles of Bath to support team cohesion, with hybrid working available. We offer a supportive, high-performance culture, a friendly team, and the opportunity to make a genuine impact. The role is full-time and permanent, with a hybrid remote working arrangement in Bath, and benefits include additional leave, casual dress, company events, company pension, cycle to work scheme, gym membership, profit sharing, and work from home.
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