Sr. AI Engineer

About the role

Collaborate with Product Management on architectural assessments, platform design considerations, and evaluation of Genesys Cloud CX and TTEC Smart Apps solutions. Configure and maintain Genesys Cloud features—including IVRs, call flows, queue routing, permissions, and user roles—according to jointly defined priorities and initiatives.

Responsibilities

• Co-lead the implementation of new feature enhancements, integrations, and updates, sharing responsibilities for planning and execution.
• Ensure platform compliance with security, regulatory, and enterprise standards by working together to address audit requirements, technical controls, and operational practices.
• Work with business units to gather requirements, analyze needs, and recommend platform enhancements in alignment with shared goals.
• Troubleshoot and resolve incidents collaboratively, jointly escalating complex issues to technical leadership as needed, and participate in business continuity and disaster recovery planning.
• Share responsibility for ongoing platform monitoring, patching, and upgrading activities based on a collaboratively developed maintenance schedule.
• Partner with reporting specialists and data analysts to design dashboards and operational data visualizations that support strategic and tactical decision-making.
• Participate in user acceptance, release testing, and documentation efforts to maintain platform integrity and support organizational training efforts.
• Engage with Training, QA, and business process owners to assess workflows, recommend optimizations, and create documentation as partners.
• Support vendor due diligence, contract management, and licensing activities as a collaborative effort.
• Perform application support duties for integrated systems (such as CRM, WFM, and other financial technologies), addressing integration issues jointly and leveraging each other's expertise as needed.
• Assist in training of new team members and provide back-up for team members where needed.
• Other duties as assigned.

Pay

$85,000 - $110,000 a year