AI Contact Center Automation Engineer

Overview

On Site

$130000

Full Time

Job Details

A fast-growing consumer technology platform is modernizing its customer support operation and building next-generation voice and SMS automation using agentic AI. We’re searching for an AI Contact Center Automation Engineer who can own the design, deployment, and iterative improvement of AI-powered virtual assistants across voice, SMS, and chat.

This role is highly hands-on and execution-focused. You’ll work closely with Operations, Data Science, and Engineering to build end-to-end automation workflows using a modern CCaaS environment (Genesys Cloud) and an advanced agentic AI orchestration layer. The ideal candidate brings the rare blend of contact center engineering experience and hands-on AI assistant deployment.

If you can point us to a phone number, SMS endpoint, or chat interface where we can test a bot you built — that’s exactly the level of experience we’re looking for.

What You’ll Do

Build, deploy, and refine voice-first and SMS-based agentic AI virtual assistants.
Design omnichannel automation across voice, SMS, chat, and email within a CCaaS platform.
Implement and optimize workflows in Genesys Cloud (or comparable systems such as NICE, Amazon Connect, Five9, Webex CC, UCCX/UCCE).
Work directly with an external AI partner to design intelligent call and text journeys.
Integrate AI assistants with backend systems using REST APIs, data dips, and event-driven logic.
Create production-ready endpoints (phone numbers, SMS bots, chat widgets) for real-world testing.
Monitor and analyze performance (containment, escalations, fallback logic), then iterate for improvement.
Collaborate with Ops, Data Science, and Product to align automation with business goals and compliance requirements.
Serve as the primary execution owner for AI-driven contact center automation.

What You Bring

Required

4+ years of hands-on experience with contact center technologies and CCaaS platforms.
Strong background designing IVR flows, call routing, and traditional self-service logic.
Real-world experience deploying AI-driven or automated virtual assistants, ideally in a voice-first environment.
Understanding of conversational workflows, prompt logic, and NLU/NLP tuning.
Experience integrating CCaaS systems with backend platforms using APIs and webhooks.
Ability to analyze conversations and logs to improve automated journeys.
Strong communication skills and ability to work across technical and non-technical stakeholders.

Nice to Have

Experience with agentic AI frameworks, LLM orchestration, or platforms like Sierra AI.
Background building or supporting LLM-based tools or RAG systems.
Familiarity with compliance needs (HIPAA, GDPR, SOC2) in a customer engagement environment.
Experience operating within fast-paced, iterative build cycles.

Determining compensation for this role (and others) at Vaco/Highspring depends upon a wide array of factors including but not limited to the individual’s skill sets, experience and training, licensure and certifications, office location and other geographic considerations, as well as other business and organizational needs. With that said, as required by local law in geographies that require salary range disclosure, Vaco/Highspring notes the salary range for the role is noted in this job posting. The individual may also be eligible for discretionary bonuses, and can participate in medical, dental, and vision benefits as well as the company’s 401(k) retirement plan.

Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.