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.

Responsible for designing and implementing conversational bots (voice and chat). Experience in AI functions such as call summary, agent assist, intent, next best action, preferable with Google Dialog flow. Train bots to achieve optimal results and estimate development timelines for required conversations. Additionally, propose enhancements to development processes, automated conversations, and testing methodologies.

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

• 5 years of technical leadership experience
• Must have previous experience with Conversation AI platforms (Preferably Dialog Flow) 
• Must have experience integrating /using Web Services, both SOAP and REST based 
• 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 
• Nice to have understanding of NLU technologies 
• Must have JavaScript/Typescript development 
• Must understand application Integration patterns and Technologies 
• Must have interest in learning new technologies in the communications field 
• Experience with technologies for multi-channel contact centers including chat, text, email, voice. 
• Excellent oral and written communication skills, with the ability to persuade.
• Excellent problem-solving skills with strong attention to detail.
• Ability to explain technical concepts to technical or nontechnical personnel.  
• Nice to have prior Contact Center Domain knowledge 

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.