Title: Contact Center AI Engineer (6)

Location: Morocco (5) and South Africa (1)

Employment Type: Hybrid | 3 days onsite

Who We Are:

We are an award-winning digital product consultancy driving innovation and transformative customer experiences through cutting-edge technology, agile thinking, and a people-first culture. Operating globally across North America, South America, Central America, Europe, and APAC, we deliver expertise in Digital Product Consulting, Digital Marketing Services, Data & AI, Strategy Consulting, Business Operations Modernization, Enterprise Applications, Cloud Engineering, and QA & Test Engineering. From mobile apps and websites to voice UI, chatbots, AI, customer service, and in-store solutions, we enable seamless, trusted, and digitally powered experiences globally.

Job Overview:

We are seeking a dynamic and communicative Contact Center AI Engineer to join our team. You will work closely with contact center operations to deploy and customize AI copilots for various contact center use cases. Responsibilities include writing tech requirements, mapping customer needs, conducting light integrations with contact center applications, and serving as a product evangelist both internally and externally.

Responsibilities:

• Partner with contact center leads to translate operational needs into scalable AI copilot solutions.
• Map customer requirements into clear technical specifications for low-code or API-based integrations.
• Hands-on integration and API configuration with CRMs, telephony systems, case management tools, tailoring AI copilots for specific use cases.
• Design and document technical requirements and data flows ensuring seamless integration.
• Deliver demos, workshops, and stakeholder briefings as a trusted advisor and product evangelist.
• Provide prompt engineering and optimization support for AI copilots.
• Stay ahead of generative AI, conversational AI, and contact center tech trends, identifying innovation opportunities.
• Facilitate communication between technical teams, operations, and clients to ensure measurable business outcomes.
• Develop training materials, user guides, and knowledge assets to drive adoption.
• Track, analyze solution performance and recommend ongoing improvements.
• Promote solutions internally and externally to build excitement and market success.

Requirements:

• Bachelor’s degree in Computer Science, Engineering, or related field.
• 5+ years’ experience as a software engineer, data scientist, architect, or consultant in contact center, SaaS, or AI domains.
• Experience designing technical requirements, documenting data flows for low-code or API integrations.
• Proficiency in Python and frameworks like FastAPI, Flask, or Django.
• API development and integration experience with CRM, telephony, or case management systems.
• Experience in prompt engineering and optimization for generative or conversational AI.
• Strong communication, problem-solving, and stakeholder engagement skills.
• Quick learner with adaptability to new technologies.
• Strong interpersonal skills with the ability to build relationships at various organizational levels.

Preferred Qualifications:

• Experience in or with contact centers.
• Understanding of contact center metrics and operations management.
• Advanced prompt engineering skills including zero-shot, few-shot, and chain-of-thought methods.
• Familiarity with SaaS/cloud API integrations and technical solution design.
• Previous product evangelist or similar promotional experience.
• Proficiency in data analysis and visualization (Excel, Power BI, Tableau).
• Experience with agile methodologies.

What Sets You Apart:

• Passion for technology transforming business operations.
• Ability to work with ambiguity and drive action.
• Operational mindset with excellent technical communication capability.
• Natural curiosity and problem-solving drive to connect technology to real-world uses.
• Enthusiasm for public speaking and presentations.
• Adaptability to fast-evolving technology landscapes.
• Commitment to continuous learning and staying ahead in the field.

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