AI Solutions Architect

6 days ago

Houston, Texas, United States Waste Management Full time

About Waste Management

Waste Management is a leading provider of comprehensive waste and environmental services in North America. We are committed to a foundation of operating excellence, professionalism, and financial strength.

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.

Key Responsibilities

  • 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 after hours 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.

Requirements

  • 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.
  • 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.

Preferred Qualifications

  • Advanced knowledge or skills in one or more of the following:
  • 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.

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