AI Engineer - DHS
Brooksource
Dice Job Match Score™
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Job Details
Skills
- Writing
- Scripting
- Natural Language
- Knowledge Management
- RESTful
- Debugging
- API
- Knowledge Transfer
- Operational Efficiency
- Regression Testing
- Collaboration
- Interactive Voice Response
- Routing
- JSON
- OAuth
- Authentication
- JavaScript
- TypeScript
- Python
- SQL
- Generative Artificial Intelligence (AI)
- Large Language Models (LLMs)
- Prompt Engineering
- Natural Language Processing
- Orchestration
- Software Development
- Testing
- Technical Writing
- Software Maintenance
- Analytical Skill
- Conflict Resolution
- Problem Solving
- Communication
- Management
- ServiceNow
- Workflow
- Amazon Web Services
- Microsoft Azure
- Cloud Computing
- Voice Recognition
- Telephony
- Artificial Intelligence
- Customer Experience
- Continuous Integration
- Continuous Delivery
- Version Control
- Release Management
- Production Support
Summary
Remote
Compensation: $70 - $80/hr W2
Employment Type: Long-Term Contract (12+ months)
ABOUT THE ROLE
Brooksource is seeking an experienced Senior Conversational AI Engineer to lead the development, enhancement, and ongoing maintenance of an enterprise-level automated voice agent platform. In this long-term remote contract role, you will take hands-on technical ownership of established conversational AI solutions leveraging Cognigy.AI, NICE CXone, and integrated backend systems. You will play a critical role in maintaining production stability, troubleshooting complex integrations, enhancing existing functionality, and developing new capabilities to improve customer experience and operational efficiency. The ideal candidate combines deep expertise in conversational AI development, IVR engineering, software development, and API integration, and is comfortable working within established production environments, independently diagnosing technical issues, writing and modifying code, and taking ownership of complex applications. Success in this role requires a holistic understanding of how conversational AI, contact center systems, APIs, and backend applications work together to deliver scalable, reliable solutions.
WHAT YOU'LL DO
- Own the development, configuration, administration, maintenance, and production support of enterprise conversational AI and voice agent solutions
- Design, develop, test, and deploy conversational AI workflows, voice bot interactions, IVR scripts, prompts, and call-routing logic
- Enhance AI-powered virtual agent capabilities, including LLM integrations, natural language understanding (NLU), knowledge management, and conversation context handling
- Build, maintain, and troubleshoot RESTful APIs, webhooks, authentication mechanisms (including OAuth 2.0), and integrations between conversational AI platforms, contact center technologies, and enterprise systems
- Write, debug, and maintain code using JavaScript, TypeScript, Python, SQL, and related technologies
- Diagnose and resolve production issues involving conversational flows, API connectivity, call routing, system performance, and voice integrations
- Participate in technical knowledge transfer, reviewing existing architecture, configurations, integrations, and development practices
- Establish and maintain technical documentation, development standards, troubleshooting procedures, and ongoing maintenance processes
- Monitor automated agent performance, analyze call outcomes and system logs, and identify opportunities to improve reliability, customer experience, and operational efficiency
- Support regression testing, release management, deployments, and rollback procedures to maintain platform stability
- Collaborate with technical teams, business stakeholders, and external partners to translate business needs into scalable conversational AI solutions
- Support the transition of application ownership from third-party vendors to internal teams as needed
- Optimize conversational AI performance, call containment, customer experience, and automated resolution rates
- Strong hands-on experience developing, configuring, and supporting enterprise conversational AI agents, voice bots, or intelligent virtual assistants
- Proficiency with Cognigy.AI or comparable conversational AI platforms, including conversational flows, intent management, prompts, and integrations
- Experience developing and troubleshooting NICE CXone Studio, IVR applications, call-routing logic, or comparable enterprise contact center solutions
- Strong experience designing, developing, and troubleshooting REST APIs, JSON-based integrations, webhooks, and OAuth 2.0 authentication
- Proficiency in JavaScript/TypeScript, Python, SQL, or related programming technologies
- Working knowledge of Generative AI, large language models (LLMs), prompt engineering, natural language processing, and conversational AI orchestration
- Experience integrating applications with cloud-based services and enterprise systems
- Ability to independently troubleshoot complex production issues across multiple platforms and integrations
- Strong understanding of software development practices, testing, technical documentation, and application maintenance
- Excellent analytical, problem-solving, and communication skills
- Direct experience integrating Cognigy.AI with NICE CXone (preferred)
- Experience with ServiceNow integrations and enterprise workflow automation (preferred)
- Familiarity with AWS or Azure cloud services, including serverless functions, application logging, and monitoring (preferred)
- Experience with speech-to-text (STT), text-to-speech (TTS), voice recognition, and telephony integrations (preferred)
- Experience optimizing conversational AI performance, call containment, customer experience, and automated resolution rates (preferred)
- Previous experience transitioning application ownership from a third-party vendor to an internal team (preferred)
- Experience supporting high-volume, enterprise-level contact center environments (preferred)
- Familiarity with CI/CD pipelines, version control, release management, and production support best practices (preferred)
#LI-MF1
- Dice Id: 10110651
- Position Id: a1Wcv000001CSUbEAO
- Posted 8 hours ago
Company Info
Here at Brooksource, relationships are at the center of everything we do. Since 2000, we have established and maintained long-lasting relationships with our clients and consultants to create an unparalleled experience. Brooksource is a trusted services provider that specializes in delivering Engineering and IT solutions for Fortune 500 organizations through Experience-Driven Staffing, Professional Services, and Elevate, our Workforce Transformation program. As a certified partner for Salesforce, AWS, Microsoft, Google Cloud, and many other technology alliances, we are looking for professionals who want to be on the frontline of the latest trends in the industry.
We offer contract, contract-to-hire, and direct placement consultant opportunities, to provide a career path that can meet anyone's desires. The job search is hard, but you don’t have to do it alone! We know a successful partnership requires a good fit. Your personality, experience, and skill set are all important, contributing factors to that partnership. You can count on us to take the time to understand the type of technical and cultural fit that is right for you. As a Brooksource consultant, you will be provided with a comprehensive benefits plan, competitive compensation, and even paid time off!
Cyber Security Warning: Please be aware that all official Brooksource communications will ONLY come from emails displayed as [name]@brooksource.com. The use of any other domains is NOT an official Brooksource employee and could be fraudulent.
Brooksource provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, national origin, age, sex, citizenship, disability, genetic information, gender, sexual orientation, gender identity, marital status, amnesty or status as a covered veteran in accordance with applicable federal, state, and local laws.
Benefits & Perks:
Brooksource offers competitive medical, dental, vision, Health Savings Account, Dependent Care FSA, and supplemental coverage with plans that can fit each employee’s needs. We offer a 401k plan that includes a company match and is fully vested after you become eligible, paid time off, sick time, and paid company holidays. We also offer an Employee Assistance Program (EAP) that provides services like virtual counseling, financial services, legal services, life coaching, etc.
Pay Disclaimer:
The pay range for this job level is a general guideline only and not a guarantee of compensation or salary. Additional factors considered in extending an offer include (but are not limited to) responsibilities of the job, education, experience, knowledge, skills, and abilities, as well as internal equity, alignment with market data, applicable bargaining agreement (if any), or other law.
Partnerships:
- Gold Microsoft Partner – Cloud Platform
- Gold Microsoft Partner – Data Analytics
- Silver Microsoft Partner – Data Platform
- Silver Microsoft Partner – Security
- Silver Microsoft Partner – Application Development
- Silver Microsoft Partner – Data Center
- AWS Partner
- Salesforce Partner
- Salesforce – Authorized Training Provider
- Salesforce Talent Alliance Employer
- Tableau Services Partner
- Snowflake Partner
- Google Cloud Platform (GCP) Services Partner
Awards (Extended):
- Best Places to Work 2022, Charlotte Business Journal, 2022
- Best Places to Work in Jacksonville, Jacksonville Business Journal, 2021
- Best Places to Work in Jacksonville, Jacksonville Business Journal, 2020
- Best Places to Work in Charlotte (#8 Small Business), Charlotte Business Journal, 2019
- 2019 Best Places Work in Kentucky, Kentucky Chamber of Commerce, 2019
- Top Workplaces, Indy Star, 2019
- Best Places to Work in Jacksonville, Jacksonville Business Journal, 2019
- Best & Brightest Companies to Work For in the Nation, Best & Brightest, 2018
- Top Work Places, Indy Star, 2018
- Best Places to Work, Jacksonville Business Journal, 2018
- Best Places to Work, Charlotte Business Journal, 2018
- Best Places to Work in Kentucky (Small/Medium), Kentucky Society for Human Resource Management State Council and the Kentucky Chamber of Commerce, 2018
- Milwaukee’s 2018 Best And Brightest Companies To Work For, Milwaukee's Best and Brightest Place to Work, 2018
- Best Places to Work, Best Places to Work in Kentucky, 2017
- Best Places to Work, Best Places to Work in Kentucky, 2016
- Best Places to Work, Jacksonville Business Journal, 2016
- Top Workplaces, The Indianapolis Star, 2016
- Top Workplaces, Indianapolis Star, 2015
- Best Places to Work, Charlotte Business Journal, 2015
- Best Places to Work Atlanta, Atlanta Business Chronicle, 2014
