Contact Center AI Engineer

Job Title:
Contact Center AI Engineer

Location:
Hybrid (Casablanca, Morocco & South Africa)

Employment Type:
Full-time, Hybrid (3 days onsite per week)

Compensation:
$15 – $34 per hour (commensurate with experience)

Who We Are:

Welcome to TELUS Digital, an award-winning digital product consultancy and the digital division of TELUS, a leading Canadian telecommunications provider. We design and deliver transformative customer experiences through agile thinking, cutting-edge technology, and a people-first culture. With a global team across multiple continents, we offer end-to-end expertise in areas including Data & AI, Digital Product Consulting, and Cloud Engineering, enabling seamless, trusted, and digitally powered customer solutions.

Job Overview:

We are seeking a dynamic and communicative Contact Center AI Engineer to join our growing team. In this role, you will collaborate closely with contact center operations to deploy and customize AI copilot solutions. You will be responsible for writing technical requirements, mapping customer needs, and performing light integrations with contact center applications. Acting as a brand ambassador and local product evangelist, you will champion our AI solutions to both internal teams and external stakeholders.

Key Responsibilities:

• Partner with contact center operational leads to translate business needs into scalable AI copilot solutions.
• Map customer requirements into clear technical specifications for low-code or API-based integrations.
• Conduct hands-on integrations and API configurations with CRMs, telephony systems, and case management tools to tailor AI copilots for specific use cases.
• Design and document technical requirements and data flows to guide development and ensure seamless platform integration.
• Serve as a trusted advisor and local evangelist for AI-driven contact center solutions, delivering demos, workshops, and stakeholder briefings.
• Provide prompt engineering and optimization support to refine AI copilot responses and enhance customer interactions.
• Stay current on emerging trends in generative AI, conversational AI, and contact center technologies to identify innovation opportunities.
• Bridge communication between technical teams, operations leaders, and client stakeholders to ensure solutions deliver measurable business outcomes.
• Develop training materials, user guides, and knowledge assets to drive user adoption.
• Track and analyze solution performance metrics, generating insights and recommendations for continuous improvement.

Required Qualifications:

• Bachelor's degree in Computer Science, Computer Engineering, Information Systems, or a related field.
• 5+ years of experience as a software engineer, data scientist, solutions consultant, or similar role in a technology-driven environment (contact center, SaaS, or AI domains preferred).
• Hands-on experience designing technical requirements and documenting data flows for low-code or API-based integrations.
• Proficiency in Python and frameworks such as FastAPI, Flask, or Django.
• Familiarity with API development and integrations with CRM, telephony, or case management systems.
• Experience with prompt engineering and optimization for generative AI or conversational AI solutions.
• Excellent verbal and written communication skills, with the ability to present complex ideas to diverse audiences.
• Strong analytical, problem-solving, and stakeholder engagement skills.
• Ability to quickly learn and adapt to new technologies and methodologies.
• Proactive approach to innovation with strong interpersonal and relationship-building skills.

Preferred Qualifications:

• Direct experience working in or with contact center operations.
• Understanding of key contact center metrics (KPIs) and operations management principles.
• Advanced prompt engineering skills (zero-shot, few-shot, chain-of-thought, etc.).
• Familiarity with technical solution design for SaaS or cloud-based platforms.
• Previous experience as a product evangelist or in a technology promotion role.
• Proficiency in data analysis and visualization tools (Excel, Power BI, Tableau).
• Experience with Agile methodologies.

Work Schedule & Conditions:

• Working Hours:
  12:00 PM – 9:00 PM Morocco Time.
• Location:
  This is a hybrid role requiring
  3 days onsite per week
  at our Casablanca, Morocco office. Candidates must reside in or near Casablanca and be available to come to the office as per business requirements.
• Note:
  Specific office address details will be provided to shortlisted candidates.