Senior AI/ML Engineer

Senior AI/ML Engineer – Agentic AI

Location: Utrecht / Hybrid

Company: bol (Core Service)

Role Overview

Bol handles a high volume of customer service cases related to undelivered packages and returns. Much of this workload flows through call centers, even though customers strongly prefer self-service.

Bol believes that Agentic AI, combined with robust workflow automation and policy-aware business logic, can transform these processes by:

• autonomously resolving cases

• ensuring compliance with policies

• providing personalized responses

• reducing operational load

• improving customer experience at scale

This role sits within the Core Service department—one of the most customer-facing areas of the company—where your work directly impacts millions of users.

What You Will Do

As a Senior AI/ML Engineer, you will:

• Design and implement automated workflows that resolve customer service cases autonomously

• Integrate Agentic AI into business processes and policy-driven logic

• Build scalable frameworks and core guidelines for future AI-driven case automation

• Develop high-quality, production-ready systems using Python, LLMs, and cloud services

• Collaborate with stakeholders to understand workflows, policies, risks and constraints

• Share best practices, present learnings, and mentor engineers across bol

• Apply solid engineering principles while maintaining security as a core consideration

• Work with distributed systems, design patterns, integration patterns and evaluation frameworks

This is a greenfield opportunity to apply cutting-edge AI across one of the largest e-commerce platforms in the Benelux.

Required Technical Experience

• Expert-level Python

• Hands-on with LLMs and GenAI models (e.g. Gemini, OpenAI, Anthropic, Hugging Face models)

• Experience with prompting, fine-tuning, or adapter-based methods (LoRA, PEFT, etc.)

• Broad framework acceptance (PyTorch, TensorFlow, JAX, etc.)

• Experience with embeddings and vector databases(Pinecone, ChromaDB, Weaviate, Qdrant, pgvector, etc.)

• Able to build retrieval pipelines for question-answering and grounding use cases

• Familiar with agentic or orchestration frameworks such as:

• Google ADK / Vertex AI Agent Builder

• LangChain

• LlamaIndex

• Or equivalent frameworks

• Deploying ML/LLM-backed services to production using Docker

• Cloud platforms: strong plus for GCP (Vertex AI, Cloud Run, GKE), AWS or Azure also valued

• Experience exposing models/services through APIs (FastAPI, REST/gRPC)

• CI/CD for ML systems

Why This Role Fits You

You have a strong software engineering foundation and have built high-quality production systems.

You enjoy diving into logs, data, edge cases, and debugging distributed systems.

You’re someone who can’t leave broken or suboptimal designs alone and naturally drive improvement and quality.

Where You Will Work

Core Service — the heart of bol’s customer-facing operations.

Bol is the leading e-commerce tech platform in the Netherlands and Belgium, serving:

• 13 million customers

• 49,000 partner sellers

• 2,900+ tech-driven colleagues

The Core Service domain evolves constantly, with one common belief driving all teams:

“There’s always a better way.”

You’ll join a collaborative, engineering-first environment where AI is seen not as an experiment, but as a core capability shaping the future of customer experience.