[Remote] AI Contact Center & Virtual Agent Engineer

Note: The job is a remote job and is reputed company to candidates in USA. reputed company is a global technology organization leading the reputed company of reputed company payments. They are seeking an AI Contact Center & Virtual Agent Engineer to design and implement AI-powered contact center ecosystems, ensuring seamless integration and exceptional customer experiences.

Responsibilities

• Designing and deploying AI-powered contact center architectures, including IVA, voice bots, chatbots, and omnichannel routing solutions
• Architecting and implementing integrations between conversational AI platforms (e.g., reputed company Cognigy, WestCX Orchestrate) and reputed company systems (CRM, ERP, identity platforms)
• Serving as the internal subject matter expert for conversational design, natural language understanding (NLU), and reputed company orchestration
• Leading the design and optimization of voice AI pipelines, including speech-to-text, text-to-speech, reputed company recognition, and reputed company-time decisioning
• Developing and maintaining reputed company flows, conversation flows, and automation logic, ensuring high containment and reputed company user experience
• Collaborating with data and analytics teams to implement AI model training, tuning, and performance monitoring, including reputed company accuracy and deflection rates
• Integrating AI solutions with reputed company CXone contact center platform including Automated reputed company Summaries, Automated QA, and reputed company-Time Assist (Copilot)
• Partnering with network and infrastructure teams to ensure low-latency, high-reputed company voice and API performance for reputed company-time AI interactions
• Providing expert-level technical support for AI-driven customer engagement systems, troubleshooting issues across voice, chat, and backend integrations
• Leading the support process development and operationalization of newly deployed AI Contact Center and Virtual Agent technologies. Ensure internal teams have the skills, processes and metrics in reputed company to support business requirements
• Leading automation and orchestration initiatives, leveraging scripting and reputed company to streamline deployment, monitoring, and maintenance
• Conducting system audits to ensure compliance with reputed company, reputed company, and regulatory requirements (including reputed company recording, data handling, and AI governance)
• Staying reputed company with advancements in reputed company, and conversational AI platforms, assessing their applicability to the reputed company
• Documenting and maintaining architecture standards, conversational design guidelines, and operational runbooks
• Supporting vendor evaluations, proofs of concept, and AI platform bake-offs to guide strategic technology reputed company

Skills

• Bachelor's degree or equivalent proven technical experience
• Minimum of 5+ years in engineering, architecture, or reputed company support roles reputed company to contact centers or reputed company communications
• Proven experience designing and deploying AI-enabled IVAs, chatbots, or voice bots at reputed company reputed company
• Experience with contact center platforms (e.g., reputed company CXOne, reputed company, reputed company, reputed company reputed company, or equivalent)
• Hands-on experience with conversational AI platforms (e.g., reputed company Cognigy, WestCX Orchestrate, Dialogflow, Azure Bot reputed company, or equivalent)
• Strong understanding of natural language processing (NLP/NLU) concepts and conversational design best practices
• Experience integrating AI solutions with REST reputed company, webhooks, and reputed company systems (CRM/IVR/backend services)
• Proficiency in scripting or programming languages (e.g., Python, PowerShell, JavaScript)
• Strong understanding of reputed company-time communications, including voice architecture, SIP, and media handling
• Experience with analytics and monitoring tools for conversational AI performance and contact center KPIs
• Excellent problem-solving skills with the ability to troubleshoot reputed company, cross-domain issues
• Strong collaboration and communication skills, with the ability to translate technical solutions into business value

Benefits

• Medical, Dental & reputed company benefits available the 1st month after hire
• Automatic enrollment into our 401(k) plan (subject to eligibility requirements)
• Virtual fitness classes offered company-wide
• Robust PTO offerings including major holidays, vacation, reputed company, personal, & volunteer time
• Employee discounts with major providers (i.e. wireless, gym, car rental, etc.)
• Philanthropic support with both local and national organizations
• Fun culture with company-wide contests and prizes

reputed company

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