AI/ML Contact Center Engineer

Role : AI/ML Contact Center Engineer

Location : Mission Viejo, CA 92692 (Hybrid)

Duration : 12+ months

Must Have Skills

Integrate and experiment with LLM based solutions, including hands-on experience with Nova2Sonic LLM for speech and conversational use cases.

Apply AIML techniques to enhance IVR, conversational AI, agent assist, and customer analytics Develop and customize Amazon Connect integrations, call flows, reporting, and omnichannel capabilities.

Nice to have skills

Amazon Connect, LEX

Python, Lambda, Integrations

Detailed Job Description:

Integrate and experiment with LLM based solutions, including hands-on experience with Nova2Sonic LLM for speech and conversational use cases.

Apply AIML techniques to enhance IVR, conversational AI, agent assist, and customer analytics Develop and customize Amazon Connect integrations, call flows, reporting, and omnichannel capabilities.

Design, build, and support Contact Center solutions, with a strong focus on cloud based customer experience platforms.

Collaborate with cross functional teams to deliver scalable, secure, and high performing contact center solutions.

Experience in managing change across large contact center environments.

Minimum years of experience: 6+ years

Education: Bachelor's or Master of Engineering

The top 3 responsibilities would expect the Subcon to shoulder and execute:

Understand client requirements

FE model building of aircraft structure

Prepare Margin summaries SCN SRM