Artificial Intelligence Engineer

Role: Contact Center AI Engineer

Location: Riga, Latvia

Type: Contract

Mode: Hybrid (Onsite for 3 days in a week)

Responsibilities:

• Partner with contact center operational leads to translate contact center operational needs into scalable AI copilot solutions.
• Mapping customer requirements into clear technical specifications for low-code or API-based integrations.
• Conduct hands-on integrations and API configurations with CRMs, telephony systems, case management tools, and data mapping to tailor AI copilots for specific contact center use cases.
• Design and document technical requirements and data flows to guide development and ensure seamless integration with contact center platforms.
• Serve as a trusted advisor and local evangelist for AI-driven contact center solutions, delivering demos, workshops, and stakeholder briefings.
• Provide prompt engineering and optimization support to refine AI copilot responses and enhance customer interactions.
• Stay abreast of emerging trends in generative AI, conversational AI, and contact center technologies, proactively identifying opportunities for innovation.
• Bridge communication between technical teams, operations leaders, and client stakeholders to ensure solutions deliver measurable business outcomes.
• Develop training materials, user guides, and knowledge assets to drive adoption and empower end-users.
• Track and analyze solution performance metrics, generating insights and recommendations for ongoing improvement.
• Act as a brand ambassador, promoting our solutions internally and externally to build excitement and drive market success.

Requirements:

• Bachelor’s degree in Computer Science, Computer Engineering, Information Systems, or a related field
• 5+ years of experience as a software engineer, data scientist, software architect, solutions consultant, or similar role in a technology-driven environment, ideally within contact center, SaaS, or AI domains.
• Hands-on experience designing technical requirements and documenting data flows for low-code or API-based integrations.
• Experience with Python, including frameworks such as FastAPI, Flask, or Django.
• Familiarity with the development of APIs and integrations with CRM, telephony, or case management systems.
• Experience with prompt engineering and optimization in generative AI or conversational AI solutions.
• Demonstrates a proactive approach to innovation and effectively overcomes resistance to change.
• Excellent communication skills, both verbal and written, with the ability to present complex ideas to diverse audiences.
• Strong analytical and problem-solving skills
• Ability to quickly learn and adapt to new technologies and methodologies
• Experience in project management and stakeholder engagement
• Strong interpersonal skills with a talent for building relationships across various levels of an organization.

Preferred Qualifications:

• Experience working in or with contact centers
• Understanding of key contact center metrics and operations management principles
• Advanced skills in prompt engineering, including concepts such as zero-shot, few-shot, chain-of-thoughts, and others.
• Familiarity with API integrations and technical solution design for SaaS or cloud-based platforms.
• Previous experience as a product evangelist or in a similar role promoting technology solutions.
• Proficiency in data analysis and visualization tools (e.g., Excel, Power BI, Tableau)
• Experience with agile methodologies