Contact Center AI Engineer

Job Title:
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 with contact center operations to
deploy and customize AI copilots
for diverse use cases. You'll be responsible for
translating business needs into technical requirements
, performing light integrations with contact center applications, and acting as a
brand ambassador and product evangelist
for AI-driven contact center solutions.

Key Responsibilities:

• Partner with contact center operational leaders 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, and case management tools.
• Design and document technical requirements and data flows to ensure seamless integration with contact center platforms.
• Deliver demos, workshops, and stakeholder briefings as a
  trusted advisor and local evangelist
  for AI solutions.
• Provide prompt engineering and optimization support to enhance AI copilot performance and customer interactions.
• Stay current on trends in
  generative AI, conversational AI, and contact center technologies
  , identifying opportunities for innovation.
• Act as a liaison between technical teams, operations leaders, and client stakeholders to ensure alignment on business outcomes.
• Develop training materials, user guides, and knowledge assets to drive adoption.
• Track and analyze performance metrics to generate insights and recommendations for improvement.
• Serve as a
  brand ambassador
  , promoting our AI contact center solutions internally and externally.

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, or solutions consultant in technology-driven environments (preferably contact center, SaaS, or AI domains).
• Proven experience in designing technical requirements and data flows for
  low-code or API-based integrations
  .
• Proficiency in
  Python
  (FastAPI, Flask, or Django).
• Familiarity with developing
  API integrations
  with CRM, telephony, or case management systems.
• Experience in
  prompt engineering
  and optimization for generative or conversational AI solutions.
• Strong
  analytical, problem-solving, and communication skills
  (verbal and written).
• Experience in
  project management and stakeholder engagement
  .
• Ability to
  learn and adapt quickly
  to new technologies.
• Collaborative and proactive, with strong interpersonal and relationship-building skills.

Preferred Qualifications:

• Experience working in or with
  contact centers
  .
• Understanding of
  contact center metrics
  and operations management principles.
• Advanced prompt engineering knowledge (e.g., zero-shot, few-shot, chain-of-thought).
• Familiarity with
  API integrations
  and
  SaaS/cloud-based solution design
  .
• Experience as a
  product evangelist
  or technology promoter.
• Proficiency in
  data analysis and visualization tools
  (Excel, Power BI, Tableau).
• Experience with
  Agile methodologies
  .

What Sets You Apart:

• Passion for technology and its impact on business transformation.
• Ability to navigate ambiguity and drive action.
• Skill in bridging
  operational thinking with technical execution
  .
• Curious, analytical, and motivated to connect technology to real-world applications.
• Enthusiasm for
  public speaking, demos, and presentations
  .
• Adaptability in fast-paced, evolving tech environments.
• Commitment to
  continuous learning
  and staying ahead of industry trends.