Unified Communications Software Engineer

Are you interested in joining a team that is continuously innovating to create the best experiences for members? Would you like to work for a company that has been rated a top employer and best place to work across the Northeast year over year? Do you want to be part of a company that is committed to giving back to the community?

At AAA Northeast, as we continue to grow, our mission remains the same: helping and serving is a way of life. It s why we ve earned the trust of millions, and why AAA Northeast has remained a resilient and reliable brand for over a century.

Unified Communications Software Engineer is responsible for designing and implementing bots (multi-channel) and automating workflows within the Avaya Contact Center platform. Expert in AI flows and integration testing to ensure seamless functionality across various scenarios. Train bots to achieve optimal results and estimate development timelines for required conversations. Additionally, propose enhancements to development processes, automated conversations, and testing methodologies. Troubleshooting integrations with external systems (via SOAP and REST interfaces) will be a key part of your role, including handling authentication and authorization.

What you will do:

Design end to end development and implantation of conversational flows and scripts for virtual assistants, IVRs, and other AI-driven communication tools. Develop and implement communication solutions that seamlessly integrate voice, video, and messaging services. Leverage your expertise in Conversation AI to enhance natural language understanding and interaction.

Operates at the forefront of dialog design, shaping the methodologies, standards, and best practices for the club. Optimize network infrastructure to ensure efficient communication across various channels. Monitor system performance and troubleshoot any issues related to communication services.

Create voice and tone documents and the conversational style guide with a focus on evolving these master documents. Integrate AI algorithms and software applications into communication systems. Ensure AI training, inference, deployment, and operation are functional, reliable, and scalable.

Work closely with other engineers, product managers, and stakeholders to align communication strategies with business goals. Collaborate on cross-functional projects to enhance communication capabilities Respond to after-hours service calls on a rotational basis.

Prioritize user experience by creating intuitive and efficient communication interfaces. Continuously improve communication features based on user feedback and industry trends. Ensure compliance of system security postures for all voice hardware and software.

Education

Bachelor's degree in software engineering, computer science or related field or 5-8 years of additional relevant experience required.

Experience

Technical Leadership experience.

Must have previous experience with Conversion AI platforms (preferably Dialog Flow).

Must have familiarity with authentication and authorization standards for integration.

Must have experience with JavaScript development and JSON payload processing.

Should understand conversational AI terms such as intents and entities.

Understanding of NLU technologies a plus.

AAA Northeast is proud of our diverse culture, fostered by the many talents, skills, passions, and expertise of our employees. We are an equal opportunity employer. We do not discriminate in recruiting, hiring, or promotion based on race, color, creed or religion, national origin, sex, age, sexual orientation, veteran s status, gender identity or expression, disability, genetic information, marital status, pregnancy, or membership in any other protected class. We thrive when our team members bring their whole selves to work.