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 business modeling, system design and analysis.
• Knowledge of enterprise coding standards.
• Hands on experience in writing more complex code.
• Ability to perform code reviews.
• Knowledge of software methodologies.
• Ability to learn new and emerging technologies.
• Ability to lead a group to consensus, solve problems, and accomplish tasks.
• Ability to mentor and train less knowledgeable peers and individuals.  
• Excellent interpersonal and communication skills (both written and verbal).
• Ability to multitask, meet deadlines, and work in a fast-paced environment.
• Ability to adapt to change.
• General business knowledge and concepts. 

D. Other Knowledge, Skills or Abilities that Contribute to Success

May require advanced skills in one or more of the following:

• Web application development, imaging technology.
• Ability to multitask, meet deadlines, and work in a fast-paced environment.
• Demonstrate flexibility and a willingness to undertake a wide variety of challenging tasks.

V. Work Environment
Listed below are key points regarding environmental demands and work environment of the job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the job.

• Required to use motor coordination with finger dexterity (such as keyboarding, machine operation, etc.) most of the work day;
• Required to exert physical effort in handling objects less than 30 pounds rarely;
• Required to be exposed to physical occupational risks (such as cuts, burns, exposure to toxic chemicals, etc.) rarely;
• Required to be exposed to physical environment which involves dirt, odors, noise, weather extremes or similar elements rarely;
• Normal setting for this job is an office setting.

Benefits
At WM, each eligible employee receives a competitive total compensation package including Medical, Dental, Vision, Life Insurance and Short Term Disability. As well as a Stock Purchase Plan, Company match on 401K, and more! Our employees also receive Paid Vacation, Holidays, and Personal Days. Please note that benefits may vary by site.

If this sounds like the opportunity that you have been looking for, please click Apply.

ABOUT WM

WM (WM.com) is North America’s largest comprehensive waste management environmental solutions provider. Previously known as Waste Management and based in Houston, Texas, WM is driven by commitments to put people first and achieve success with integrity. The company, through its subsidiaries, provides collection, recycling and disposal services to millions of residential, commercial, industrial and municipal customers throughout the U.S. and Canada. With innovative infrastructure and capabilities in recycling, organics and renewable energy, WM provides environmental solutions to and collaborates with its customers in helping them achieve their sustainability goals. WM has the largest disposal network and collection fleet in North America, is the largest recycler of post-consumer materials and is the leader in beneficial reuse of landfill gas, with a growing network of renewable natural gas plants and the most gas-to-electricity plants in North America. WM’s fleet includes nearly 11,000 natural gas trucks – the largest heavy-duty natural gas truck fleet of its kind in North America – where more than half are fueled by renewable natural gas. To learn more about WM and the company’s sustainability progress and solutions, visit Sustainability.WM.com.