Senior Engineer, AI - Contact Center Technologies

As an EEO/Affirmative Action Employer, all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, age, national origin, disability, or veteran status.

WM, a Fortune 250 company, is the leading provider of comprehensive waste and environmental services in North America. We are strongly committed to a foundation of operating excellence, professionalism and financial strength. WM serves nearly 25 million customers in residential, commercial, industrial and municipal markets throughout North America through a network of collection operations, transfer stations, landfills, recycling facilities and waste-based energy production projects.

I. Job Summary
We are seeking a skilled and experienced Google CCAI/Genesys Contact Center AI Engineer to join our team. As an AI Engineer, you will be responsible for helping with the design, testing, implementation, and maintenance of the Google/Genesys and other contact center solutions for our organization. You will collaborate with cross-functional teams to deliver high-quality customer experience solutions using the Genesys Engage and Cloud CX platform. The ideal candidate will have strong communication skills and a technical background that includes excellent problem-solving skills and a deep understanding of the contact center with Google and Genesys Technologies. 

II. Essential Duties and Responsibilities
To perform this job successfully, an individual must be able to perform each duty satisfactorily. Other ancillary duties may be assigned.  

• Design and implement conversational bots across various channels, including chat and voice.
• Utilize Genesys GIA, Google Dialogflow, web hooks, and React Native development for conversational bot projects.
• Design and develop user-centric conversation experiences involving chat or voice.
• Work with Google Cloud Platforms (GCP) to support conversational bot development and deployment.
• Integrate APIs using NodeJS and Python for conversational bot functionalities.
• Strong understanding of sentiment analysis, intent classification, dialog flows, personality insight, text-to-speech, and speech-to-text technologies.
• Experience in architecting and building AI-powered chatbot applications using Dialogflow.
• Experience with Jira and Github.
• Hands-on builder experience, with the ability to learn through building and reduce solution ambiguity through targeted prototype development and testing.
• Proficiency in collaboration and building trusted relationships with cross-functional teams.
• Produces well written documentation and demonstrates excellent verbal skills as needed for interacting and communicating with agents, management and skilled technical resources.
• Contribute to the development and maintenance of technical documentation, including system architecture, installation, and configuration guides.  
• Focus on customer success and customer experience during troubleshooting and resolution.
• Available afterhours for emergency situations
• Participate in on-call rotations and provide timely resolution of critical issues and incidents.
• Collaborate with cross-functional teams, including developers, network engineers, and business analysts, to ensure successful deployment and integration of Google/Genesys solutions. 

III. Supervisory Responsibilities
May coach and mentor less-experienced analysts and act as team leader on systems projects. 

IV. Qualifications
The requirements listed below are representative of the qualifications necessary to perform the job.  
  
A. Education and Experience

• Education: Bachelor’s Degree in Computer Science, MIS, or similar area of study, or in lieu of degree, High School Diploma or GED (accredited) and four (4) years of relevant experience.  
• Experience: Five (5) years of previous experience (in addition to education requirement).
  • Preferred Experience: Seven (7) years of technical support and/or software development in Genesys and Nice Technologies. 

B. Certificates, Licenses, Registrations or Other Requirements

• None required.

C. Other Knowledge, Skills or Abilities Required

Advanced knowledge or skills in one or more of the following is required:

• Knowledge of Generative AI concepts.
• Google Dialog Flow 
• Genesys GIA 
• Genesys Infrastructure 
• Nice 
• Knowledge of project management/change management in regards to acquisition/development life cycles.
• Systems development, implementation, upgrades and analyses.
• QA testing, catalyst or unified busin