AI Engineer – Conversational
Core
Design, build, and deploy AI-driven chat and voice solutions to transform customer interactions for an adventure retailer's website and contact centre.
Role type
Senior hands-on IC AI Engineer (Conversational AI)
Builds
Intelligent website chat and AI-powered voice solutions for customer service
Domain
Retail / Ecommerce / Customer Experience
Deliverable
production ML models
Required skills
Conversational AI platforms (Salesforce Einstein, Amazon Lex, Nuance, Genesys, etc.), NLP/NLU (intent classification, entity extraction, dialogue management), Telephony platforms (Amazon Connect, Twilio, Genesys Cloud), CRM integration (Salesforce Service Cloud), Cloud platforms (AWS, GCP, Azure), LLMs and Generative AI, API integration (REST, webhooks), KPI definition and monitoring
Preferred skills
Workato, SAP, Magento, Shopify, UKG, Agile/Scrum Master certification, third-party vendor management
Technologies
Salesforce Einstein Bots, Amazon Lex, Nuance, Eleven Labs, Genesys AI, LivePerson, Cognigy, Kore.ai, Amazon Connect, Twilio, Genesys Cloud, AWS, Google Cloud, Azure, Workato, REST, webhooks
Responsibilities
Design and implement AI-powered chat solutions for the website; Architect and deploy AI voice solutions within the contact centre; Integrate conversational AI with Salesforce CRM and other business systems; Build, train, and improve NLP models and conversation flows; Evaluate and recommend conversational AI platforms; Define and monitor KPIs (containment rate, CSAT, deflection, resolution); Manage third-party vendor relationships; Document technical designs and operational runbooks; Stay current with LLM advancements and apply them appropriately.
Seniority
Senior, hands-on IC
