Unified Communications Conversational Engineer (59891)

About the role

Design and implement conversational bots (voice and chat) with expertise in AI functions such as call summary, agent assist, intent, next best action, preferably using Google Dialog Flow. Train bots to achieve optimal results, estimate development timelines, and propose enhancements to development processes, automated conversations, and testing methodologies.

Responsibilities

• Design and maintain end-to-end development and implementation of conversational flows and scripts for virtual assistants, IVRs, and other AI-driven communication tools.
• Develop, implement, and maintain communication solutions that seamlessly integrate voice, chat, and messaging services.
• Leverage expertise in Conversation AI to enhance natural language understanding and interaction.
• Operate at the forefront of dialog design, shaping methodologies, standards, and best practices.
• Monitor system performance and troubleshoot issues related to communication services.
• Create and enhance AI functions for call summary, next best action, agent assist, customer intent, and other productivity tools, preferably using Google Dialog Flow and CCAI.
• Develop voice and tone documents and conversational style guides, evolving these master documents over time.
• Integrate AI algorithms and software applications into communication systems.
• Collaborate with engineers and stakeholders to align communication strategies with business goals.
• Participate in cross-functional projects to enhance communication capabilities.
• Respond to after-hours service calls on a rotational basis.
• Prioritize user experience by creating intuitive and efficient communication interfaces.
• Continuously improve communication features based on user feedback and industry trends.
• Ensure compliance of system security postures for all voice hardware and software.

Requirements

• Bachelor’s Degree in Software Engineering, Computer Science, or similar field.
• 5+ years of Voice/Unified Communications experience.
• 3+ years of experience with technical leadership skills.
• 1+ years of experience with Conversation AI platforms (preferably Dialog Flow).
• 3+ years of experience integrating/using Web Services (SOAP and REST).
• 3+ years of experience with JavaScript development and JSON payload processing.

Benefits

• Career Growth: Ongoing world-class training and proven career paths.
• Health Coverage: Medical coverage with employer contributions covering up to 93% of the premium cost, plus dental and vision options.
• Retirement: 6% company match on 401(k) contributions, fully vested and made every pay period.
• Paid Time Off: 3 weeks’ vacation, 12 holidays, 8 sick days, and 48 hours of volunteer time annually.
• Additional Perks: Free AAA membership, insurance discounts, travel commission refund, up to $625 in wellness incentives, and up to $6k in tuition reimbursement.
• Collaborative Culture: Highly collaborative organization valuing connection, transparency, and trust.

Pay

Competitive base pay with annual bonus opportunities. For certain roles, additional monthly and/or quarterly incentive compensation. The posted salary range represents the full range grade for this role, with individual pay based on job-related skills, experience, shift, and geographic location.