Contact Center AI Engineer

Job Overview

We are seeking a dynamic and communicative
Contact Center AI Engineer
to join our team. In this role, you will collaborate closely with our contact center operations team to deploy and customize AI copilots for various use cases within contact center environments. You will write technical requirements, map customer needs, conduct light integrations with contact center applications, and serve as a brand ambassador for our solutions.

This is an opportunity to work at the intersection of AI and customer experience, delivering innovative solutions that drive measurable business outcomes.

Key Responsibilities

• Partner with contact center operational leads to translate operational 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, case management tools, and data mapping.
• Design and document technical requirements and data flows to guide development and ensure seamless integration.
• Serve as a trusted advisor and local evangelist for AI-driven contact center solutions through demos, workshops, and briefings.
• Provide prompt engineering and optimization support to refine AI copilot responses.
• Stay updated on trends in generative AI, conversational AI, and contact center technologies.
• Bridge communication between technical teams, operations leaders, and client stakeholders.
• Develop training materials, user guides, and knowledge assets to drive adoption.
• Track and analyze solution performance metrics, providing insights and recommendations for improvement.
• Promote our solutions internally and externally to build excitement and market success.

Basic Requirements

• Bachelor's degree in Computer Science, Computer Engineering, Information Systems, or related field.
• 5+ years of experience as a software engineer, data scientist, software architect, solutions consultant, or similar technology-driven role.
• Hands-on experience designing technical requirements and documenting data flows for low-code or API-based integrations.
• Proficiency in Python, including frameworks such as FastAPI, Flask, or Django.
• Experience developing APIs and integrating with CRM, telephony, or case management systems.
• Experience in prompt engineering and optimization for generative or conversational AI solutions.
• Strong analytical, problem-solving, and project management skills.
• Excellent verbal and written communication skills, with the ability to present technical concepts to diverse audiences.
• Ability to quickly learn and adapt to new technologies and methodologies.
• Strong interpersonal skills with experience engaging stakeholders at various organizational levels.

Preferred Qualifications

• Experience working in or with contact centers.
• Understanding of key contact center metrics and operations management principles.
• Advanced prompt engineering skills (e.g., zero-shot, few-shot, chain-of-thought techniques).
• Experience in API integrations and technical solution design for SaaS or cloud-based platforms.
• Previous experience as a product evangelist or promoting technology solutions.
• Proficiency in data analysis and visualization tools (Excel, Power BI, Tableau).
• Experience working in Agile environments.

What Sets You Apart

• Passion for technology and its potential to transform business operations.
• Ability to work with ambiguity and take initiative.
• Operational thinking with the ability to communicate technical concepts effectively.
• Natural curiosity and problem-solving mindset.
• Enthusiasm for public speaking and giving presentations.
• Adaptability to a fast-paced, evolving technology landscape.
• Commitment to continuous learning and staying ahead of industry trends.