The Professional Services Engineer, CX delivers technical implementation and strategic guidance for AI-driven customer experience solutions. In this billable role, you'll design and configure intelligent systems such as chatbots, knowledge assistants, and automated workflows tailored to enterprise contact center environments. Your work ensures that AI, natural language understanding, and automation technologies are effectively deployed and continuously optimized.
Key Responsibilities
- Design, build, and configure AI-powered applications including generative and rule-based bots, ensuring alignment with client objectives and operational workflows.
- Integrate contact center technologies such as ACD, IVR, ASR, and CRM platforms using APIs and custom development techniques.
- Lead lifecycle management of digital solutions—from deployment through enhancement—applying risk analysis and change control practices.
- Collaborate with project teams to define solution architecture and oversee end-to-end implementation.
- Conduct business analysis to understand user needs and recommend technology-driven improvements.
- Support knowledge transfer by creating documentation for new digital products emerging from R&D initiatives.
- Mentor team members and promote best practices in AI deployment, system integration, and customer engagement strategies.
- Advise clients on leveraging AI tools to improve decision-making, efficiency, and service quality across departments.
Qualifications
A bachelor’s degree in a technical or business-related field—or equivalent experience—is required, along with a minimum of five years in a professional role. Preferred candidates bring experience in AI, bot development, or digital customer service platforms. Expertise in CRM integrations, API ecosystems, and contact center KPIs is highly valued. Familiarity with generative AI, NLU, and automation frameworks strengthens candidacy. Strong analytical abilities, communication skills, and a proactive mindset are essential.
Work Environment
This role follows a hybrid model requiring two days per week in-office and three days remote, supporting collaboration while respecting work-life balance. You'll operate within a culture defined by ambition, innovation, and high-performance standards—working alongside teams dedicated to transforming customer experience through cutting-edge technology.
