Contact Center AI Engineer

1 week ago

Cape Town, Western Cape, South Africa Walter Full time R400 000 - R800 000 per year

Job Overview:
We are seeking a Contact Center AI Engineer to join our client's team. In this role, you will work closely with their contact center operations team to deploy and customize AI copilots for various use cases within contact center environments. You will be responsible for writing technical requirements, mapping customer needs, and conducting light integrations with contact center applications. As a brand ambassador and local product evangelist, you will be responsible for understanding, promoting, and presenting our solutions to both internal teams and external stakeholders.
Responsibilities:

  • Partner with contact center operational leads to translate contact center operational needs into scalable AI copilot solutions.
  • Mapping 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 to tailor AI copilots for specific contact center use cases.
  • Design and document technical requirements and data flows to guide development and ensure seamless
  • Integration with contact center platforms.
  • 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 abreast of emerging trends in generative AI, conversational AI, and contact center technologies, proactively identifying opportunities for innovation.
  • 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 adoption and empower end-users.
  • Track and analyze solution performance metrics, generating insights and recommendations for ongoing
  • improvement.
  • Act as a brand ambassador, promoting our solutions internally and externally to build excitement and drive market success.

Requirements

  • Bachelor's degree in Computer Science, Computer Engineering, Information Systems, or a related field
  • Experience in AI
  • Experience in Python Development
  • Experience in RAG
  • Hands-on experience designing technical requirements and documenting data flows for low-code or API-based integrations.
  • Experience with prompt engineering and optimization in generative AI or conversational AI solutions.

Preferred Qualifications:

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

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