Senior Engineer – CX

This is a fully remote position, open to applicants in Wisconsin.

📋 Description

• Design and execute the Gemini Enterprise for Customer Experience (GECX) in alignment with the company's architecture and business objectives.

• Keep informed about industry trends, emerging technologies, and competitive landscape to guide transformation strategies.

• Recognize and utilize opportunities to stimulate growth and enhance the value of GECX solutions.

• Develop and implement the complete delivery lifecycle for complex, large-scale service technology solutions for customer channel solutions on a global scale.

• Provide architectural guidance and technical analysis between GECX product offerings and client environments.

• Engineer and design enterprise-ready AI agents that encompass retrieval, orchestration, policy-based routing, tool invocation, evaluation harnesses, and lifecycle observability.

• Configure and implement GECX CCaaS solutions within client environments, integrating them seamlessly into comprehensive client architectures.

• Collaborate with software and technology partners to create and deliver service-oriented solutions.

• Plan and estimate Agile delivery tasks, including milestones, resource allocation, scope, budget, risks, and mitigation strategies.

• Oversee onshore and offshore project teams throughout the entire project lifecycle.

• Manage project ideation, collect high-level business requirements, and define detailed requirements, epics, and user stories.

• Engage directly with clients, support senior architects, and play a key role in the end-to-end execution of projects.

⛳️ Requirements

• A minimum of 3 years of experience in technology transformation, particularly focusing on Conversational AI, CCaaS, or cloud-based contact center solutions.

• At least 5 years of experience with Contact Center technologies and industry best practices, including AI Agent development, CCaaS strategy, as well as migration and implementation on platforms like AWS, Google, Genesys, Avaya, and NICE.

• A minimum of 5 years of experience in aligning technology capabilities with contact center benchmarks, quality metrics, and agent scorecards.

• Bachelor's degree or a minimum of 12 years of relevant work experience.

• If holding an Associate’s Degree, a minimum of 6 years of work experience is required.

• At least 1 year of experience with Google Cloud technologies.

• A minimum of 3 years of experience with both Waterfall and Agile SDLC, implementing large, complex technology platforms.

• Hands-on experience in solutioning and implementing the Gemini Enterprise Customer Experience (GECX), including familiarity with Google CX Agent Studio or CCaaS.

• A strong understanding of how Generative AI is transforming the industry.

• Experience in a consulting environment with a proven track record of increasing responsibilities, creativity, and innovation in complex global-scale programs.

🏝️ Benefits

• Travel may be necessary; the amount of travel can range from 0 to 100% based on business needs and client requirements.