Artificial Intelligence Engineer

6 days ago

Cape Town, Western Cape, South Africa GraceMark Solutions Full time R450 000 - R750 000 per year

Hiring: Contact Center AI Engineer


Locations:
Cape town, South Africa


Employment Type:
Hybrid — 3 Days Onsite


Industry:
Digital Product Consulting | AI | SaaS | Contact Center Technology

Rate:
$ usd per hour

About the Role

We're seeking
dynamic, communicative, and tech-savvy Contact Center AI Engineers
to join a fast-growing global digital consultancy. This team specializes in designing and delivering transformative digital experiences across telecom, customer service, AI, and enterprise-scale applications.

If you're passionate about AI, integrations, and building solutions that redefine how contact centers operate — this role is for you.

What You'll Do

As a Contact Center AI Engineer, you will:

Collaborate with contact center leaders to translate operational needs into scalable AI copilot solutions

Map customer requirements into clear technical specifications for low-code/API integrations

Perform hands-on integrations with CRMs, telephony systems, case management tools, and data flows

Design and document technical requirements, integration workflows, and data mappings

Serve as a local product evangelist — delivering demos, workshops, and stakeholder sessions

Apply prompt engineering techniques to refine AI copilot interactions and improve CSAT

Stay ahead of trends in generative AI, conversational AI, and contact center technologies

Work closely with technical teams, operations, and client stakeholders to ensure impactful delivery

Create training materials, user guides, and knowledge assets to support adoption

Track performance metrics, analyze results, and recommend improvements

Requirements

Bachelor's degree in Computer Science, Engineering, Information Systems, or related

5+ years in software engineering, data science, solutions consulting, or similar tech roles

Strong experience designing technical requirements and data flows

Hands-on experience with Python (FastAPI, Flask, or Django)

Familiarity with CRM, telephony, or case management integrations

Proficiency in API development and low-code solution customization

Experience with prompt engineering (generative AI or conversational AI)

Excellent communication and presentation skills

Strong analytical, problem-solving, and project management abilities

Ability to quickly learn new technologies and adapt in a fast-paced environment

Strong stakeholder and relationship-building skills

Preferred Qualifications

Experience in contact center environments

Understanding of contact center KPIs & operations

Advanced prompt engineering (zero-shot, few-shot, chain-of-thought, etc.)

Experience designing SaaS or cloud-based integrations

Prior product evangelist or solution promotion experience

Familiarity with Power BI, Tableau, or similar tools

Experience working in agile environments

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