Senior AI Engineer

About the role

Requirements: What you'll need

Skills, Knowledge, Experience, and Qualifications:

8+ years of experience with:

Software development and application integration.

Developing and maintaining technical designs, specifications and documentation.

Designing and implementing APIs and enterprise integrations.

Agile software delivery methodologies.

Troubleshooting and root cause analysis.

Unit testing, integration testing and performance testing.

Cloud-native application development.

Supporting production environments and operational processes.

Working closely with business stakeholders and technical teams.

Evaluating new technology alternatives and vendor products.

Providing recommendations for technical improvements and solution optimization.

Designing, maintaining and managing automation solutions and operational processes.

AI / Contact Centre Domain Experience

5+ years of experience implementing conversational AI, IVR or contact centre solutions.

Experience developing AI-driven customer service and citizen-facing solutions.

Experience implementing AI Agents, virtual assistants and conversational self-service solutions.

Experience utilizing Amazon Connect Customer AI Agents in enterprise environments.

Experience implementing Retrieval Augmented Generation (RAG) and enterprise knowledge retrieval capabilities.

Experience with speech analytics, sentiment analysis and customer experience optimization technologies.

Knowledge of contact centre metrics, reporting and operational analytics.

Experience utilizing Contact Lens and CTR reporting to analyze customer interactions and improve outcomes.

Experience with large, complex IT projects.

General Skills

Proven technical leadership skills with ability to identify areas for improvement and recommend solutions.

Exceptional analytical, problem-solving and decision-making skills.

Demonstrated strong troubleshooting and critical-thinking experience.

Demonstrated strong interpersonal, verbal and written communication and presentation skills.

Ability to work independently and collaboratively within multidisciplinary teams.

Strong organizational, planning and time management skills.

Demonstrated commitment to innovation, continuous improvement and quality service delivery.

Ability to learn and adapt to emerging AI technologies and industry trends.

Public Sector Experience

Knowledge of Public Sector Enterprise Architecture artifacts (or similar), processes and practices.

Experience producing technical documentation that complies with industry-standard practices.

Knowledge and experience implementing solutions within government or highly regulated environments.

Experience adopting and adhering to Public Sector Unified I&IT Project Methodology, Public Sector Enterprise Architecture and Public Sector Standard Systems Development Methodologies.

Experience supporting large-scale public sector digital transformation initiatives.

Must Have:

5+ years of experience developing Artificial Intelligence and Machine Learning solutions.

Hands-on experience implementing Generative AI and Large Language Model (LLM) solutions in enterprise environments.

5+ years of experience implementing contact centre solutions utilizing Amazon Connect.

Experience configuring and developing Amazon Connect Customer AI Agents.

Extensive experience designing, developing and implementing Amazon Connect cloud-based contact centre solutions.

Experience integrating Amazon Bedrock services with Amazon Connect solutions.

Experience designing, developing and optimizing prompts for conversational AI, virtual assistants and AI agents.

Experience with AWS services including Amazon Connect, Amazon Bedrock, Amazon Lex, AWS Lambda, API Gateway, Amazon DynamoDB, Amazon S3, CloudWatch, EventBridge and IAM.

Knowledge of Azure OpenAI, Azure AI Services, Azure AI Foundry, Google Vertex AI, Gemini and equivalent AI platforms.

Strong experience with Python development.

Experience with JavaScript, Node.js and related technologies.

5+ years of experience implementing conversational AI, IVR or contact centre solutions.