Conversational AI Engineer (Sierra AI Specialist) - REMOTE

Sensiple Inc is a New Jersey corporation with over two decades of expertise in technology-driven solutions specialising in Customer Experience, Contact Center Solutions, Digital Transformation, Cloud Computing & Independent Testing.

With an expert team that has enriched experience in executing & developing sustainable IT strategies in Healthcare, Technology, Retail, Logistics, Education, Telecommunications, Government and Media, we help our diverse customers to envision the future.

By developing highly scalable and consistent solutions, our primary goal is to deliver excellence at all levels and delight our customers and drive them to a better future.

Hi,

This is Vinod from Sensiple, Inc. I have the below job opportunity available with my client. Appreciate, if you could kindly go through the job description. If you re interested, kindly respond me back with your recent updated resume.

Position: Conversational AI Engineer (Sierra AI Specialist)

Work Location: 100% Remote

Duration: Long Term Contract (W2)

Job Description:

GECX Voice Agent Initiative:

• A new GECX agent built using the Gemini voice model captures customer intent early to route callers efficiently to the correct downstream destination.
• Core Objective: Utilize native active listening to identify intent faster and more accurately, thereby reducing costly misroutes to live agents.

Autonomous Task Handling & Gaps:

• Billing & Credits: The goal is to build robust AI agents capable of end-to-end task execution (e.g., managing a credit for an incorrect bill). Currently operating at a 5% success rate within a single application.
• Expansion Needs: The underlying Knowledge tool needs expansion, and proxy-menu agent handoffs must be improved. Historically, the system makes 3 attempts before handing off to a live agent if the customer cooperates.

Sierra AI Performance:

• Sierra AI has been deployed successfully for specific financial workflows: payment arrangements, past-due balances, and payment execution.
• Features an automated text-message fallback if payment methods are inaccurate.
• Performance Note: Sierra AI has proven more effective than Google for these specific use cases (which completely bypass Google), operating on an outcome-based billing model. Having a resource with Sierra AI expertise would be a strong strategic asset.
• Architectural Goal: Transition the routing architecture so that every call initiates within GECX.

ATTI Framework (Attribute, Triage, Treatment, and Intent):

• Overview: Managed via Telecom and sits directly in front of the IVR as an attribute router.
• Account identification via ANI (Automatic Number Identification).
• Account attribute-based routing (handling calls that are not destined for the standard IVR).

Strategic Focus & Timelines:

Q3 Priorities:

• GECX Work: Executing new product launches.
• Enterprise Case Management: Reactive case routing to agents primarily focused on supporting defects, escalations, and bug fixes.

Primary Work Focus:

• Product Perspective: Directive dialog and the full repair Google agent rollout targeted for November.
• Architecture Perspective: Streamlining call flows to ensure proper foundational integration through GECX.

If you find yourself suitable for this position, kindly send your updated resume and expected hourly rate to vinod dot pv at sensiple dot com

Regards,

Vinod P V | Sensiple Inc.,

vinod dot pv at sensiple dot com

7 3 2 - 2 8 3 - 0 4 9 9, Ext: 3 7 5

555 US Highway 1 S, Ste 330 Iselin, NJ 08830

Sensiple, Inc. is an Equal Opportunity Employer, and all qualified applicants will receive consideration for employment without regard to gender, race, colour, religion, sex, national origin, veteran or disability status.