Senior AI Engineer (Search / Retrieval)

About Workato Workato delivers enterprise infrastructure for the agentic era, redefining iPaaS and helping enterprises unify data, applications, processes, and AI into a single, governed platform. A leader in Enterprise MCP and trusted by 50% of the Fortune 500, Workato’s cloud-native architecture connects every application, data source, and process to power real-time orchestration at scale. With enterprise-grade security and continuous innovation at its core, Workato provides the trusted foundation for organizations to automate with confidence and operationalize AI across the business. To learn more, visit www.workato.com Why join us? Ultimately, Workato believes in fostering a flexible, trust-oriented culture that empowers everyone to take full ownership of their roles . We are driven by innovation and looking for team players who want to actively build our company. But, we also believe in balancing productivity with self-care . That’s why we offer all of our employees a vibrant and dynamic work environment along with a multitude of benefits they can enjoy inside and outside of their work lives. If this sounds right up your alley, please submit an application. We look forward to getting to know you! Also, feel free to check out why: Business Insider named us an “enterprise startup to bet your career on” Forbes’ Cloud 100 recognized us as one of the top 100 private cloud companies in the world Deloitte Tech Fast 500 ranked us as the 17th fastest growing tech company in the Bay Area, and 96th in North America Quartz ranked us the #1 best company for remote workers Responsibilities As a Senior Software Engineer on our Enterprise Retrieval team, you’ll help build the retrieval layer that powers enterprise AI agents at Workato. Your work will let an agent answer “what’s the status of the Acme renewal?” by stitching together a Salesforce opportunity, a call summary, the latest Zendesk ticket, a Jira blocker, and a SharePoint contract — all in one ranked, permission-aware response. This is the kind of problem where classical Information Retrieval, dense vector retrieval, knowledge graphs, and LLM-driven reasoning all collide. You’ll work across heterogeneous content (docs, tickets, tasks, CRM records, call transcripts, chat threads), heterogeneous permissions (every source has its own ACL model), and very real freshness constraints (yesterday’s answer is often wrong). It’s a hands-on Senior IC role for someone who wants to go deep on retrieval quality and see their work directly shape how thousands of enterprises put AI agents to work. In this role, y ou will also be responsible to: Build a unified retrieval layer across enterprise systems — Google Drive, SharePoint, Confluence, Jira, Asana, Zendesk, Freshdesk, Salesforce, Notion, and more — exposing a clean, agent-friendly interface. Design hybrid retrieval pipelines that combine lexical (BM25), dense vector, and structured (SQL/graph) retrieval, with smart re-ranking tuned for cross-source results. Engineer ingestion and freshness pipelines that incrementally sync millions of documents, tickets, tasks, and CRM records with low end-to-end latency and predictable cost. Own permission-aware retrieval (ACL preservation) — make sure the engine never returns a document a user (or their agent) isn’t entitled to see, mirroring source-system permissions exactly. Build query understanding for agents — intent parsing, entity linking across systems (a “customer” in Salesforce is the same as in Zendesk), and LLM-assisted query rewriting and decomposition. Design chunking and embedding strategies tailored to each content type — long docs, short tickets, threaded conversations, structured records, call transcripts. Build evaluation and experimentation harnesses (NDCG, MRR, recall@k, faithfulness, citation accuracy) for both retrieval and end-to-end agent answers. Ship production-grade, observable systems with strong SLOs on latency, freshness, recall, and cost — and the dashboards/tracing to pr