DevOps Engineer - Conversational Experiences Department (CXD)

The AI & Data Division (AIDD) creates powerful, customer-focused search, recommendation, data science, advertising, marketing, price, and inventory optimization solutions for a variety of businesses across the Rakuten Group.

As part of AIDD, the Conversational Experiences Department (CXD) focuses on AI for customer service.

We build conversational AI products such as chatbots, voicebots, and copilot tools to support human operators.

You will join a 60-person AI for Customer Service team: engineers, TPMs, data analysts, dialogue designers: responsible for modernizing legacy contact-center tooling and workloads into an agentic Generative AI stack.

We already power Rakuten Mobile’s pre-sale onboarding and support (“RMAA”) and are building the pipeline for customer service and engagement experience.

Now, we’re moving from a successful V1 into the scale-up phase: expanding to all 70 BUs and leveraging AI to multiply Rakuten’s core capabilities in e-commerce, finance, logistics, digital content, and beyond.

As the CXD expands its AI-powered products and services across Rakuten Group, we need a skilled DevOps professional to build and operate the reliable, scalable, and secure infrastructure behind them.

In this role, you will enable engineering and data teams to deliver AI solutions faster and more confidently by improving deployment automation, cloud operations, system observability, and platform reliability.

Your work will directly support customer-facing services used across Rakuten’s global ecosystem.

Core focus is Kubernetes-based infrastructure and cloud-native services, with hands-on use of Docker, Kubernetes, one major cloud platform (AWS/GCP/Azure), CI/CD tools (Jenkins/GitLab CI), infrastructure-as-code (Terraform/Ansible), monitoring/logging tools (Prometheus/Grafana/ELK), and Python scripting.

The role includes participation in a 24/7 on-call rotation (incident response, postmortems, runbook upkeep), applying security and compliance practices to infrastructure and pipelines, and exposure to AIOps tooling and AI-driven operational insights - all while collaborating closely with software development teams and cross-functional/international stakeholders, for which mandatory written and verbal English proficiency is required.