AI Contact Center Engineer – Virtual Agent

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Dayforce

WebsiteLinkedInAll Job Openings

5001 - 10000 employees

👥 HR Tech

☁️ SaaS

🏢 Enterprise

💰 $1G Post-IPO Debt - Dayforce on 2024-03

HR Tech • SaaS • Enterprise

Dayforce is a cloud-based human capital management (HCM) platform (part of Ceridian) that provides employers with integrated HR, payroll, benefits, workforce management, scheduling, and talent management tools. It is delivered as a software-as-a-service application targeting organizations that need unified, real-time HR and payroll solutions to manage employees across the workforce lifecycle.

📋 Description

• Designing and deploying AI-powered contact center architectures, including IVA, voice bots, chatbots, and omnichannel routing solutions. • Architecting and implementing integrations between conversational AI platforms (e.g., NICE Cognigy, WestCX Orchestrate) and enterprise systems (CRM, ERP, identity platforms). • Serving as the internal subject matter expert for conversational design, natural language understanding (NLU), and dialogue orchestration. • Leading the design and optimization of voice AI pipelines, including speech-to-text, text-to-speech, intent recognition, and real-time decisioning. • Developing and maintaining call flows, conversation flows, and automation logic, ensuring high containment and positive user experience. • Collaborating with data and analytics teams to implement AI model training, tuning, and performance monitoring, including intent accuracy and deflection rates. • Integrating AI solutions with NICE CXone contact center platform including Automated Call Summaries, Automated QA, and Real-Time Assist (Copilot). • Partnering with network and infrastructure teams to ensure low-latency, high-quality voice and API performance for real-time AI interactions. • Providing expert-level technical support for AI-driven customer engagement systems, troubleshooting issues across voice, chat, and backend integrations. • Leading the support process development and operationalization of newly deployed AI Contact Center and Virtual Agent technologies. Ensure internal teams have the skills, processes and metrics in place to support business requirements. • Leading automation and orchestration initiatives, leveraging scripting and APIs to streamline deployment, monitoring, and maintenance. • Conducting system audits to ensure compliance with security, privacy, and regulatory requirements (including call recording, data handling, and AI governance). • Staying current with advancements in generative AI, and conversational AI platforms, assessing their applicability to the enterprise. • Documenting and maintaining architecture standards, conversational design guidelines, and operational runbooks. • Supporting vendor evaluations, proofs of concept, and AI platform bake-offs to guide strategic technology decisions.

🎯 Requirements

• Bachelor’s degree or equivalent proven technical experience. • Minimum of 5+ years in engineering, architecture, or progressive support roles related to contact centers or unified communications. • Proven experience designing and deploying AI-enabled IVAs, chatbots, or voice bots at enterprise scale. • Experience with contact center platforms (e.g., NICE CXOne, Genesys, Five9, Amazon Connect, or equivalent). • Hands-on experience with conversational AI platforms (e.g., NICE Cognigy, WestCX Orchestrate, Dialogflow, Azure Bot Framework, or equivalent). • Strong understanding of natural language processing (NLP/NLU) concepts and conversational design best practices. • Experience integrating AI solutions with REST APIs, webhooks, and enterprise systems (CRM/IVR/backend services). • Proficiency in scripting or programming languages (e.g., Python, PowerShell, JavaScript). • Strong understanding of real-time communications, including voice architecture, SIP, and media handling. • Experience with analytics and monitoring tools for conversational AI performance and contact center KPIs. • Excellent problem-solving skills with the ability to troubleshoot complex, cross-domain issues. • Strong collaboration and communication skills, with the ability to translate technical solutions into business value.

🏖️ Benefits

• Medical, Dental & Vision benefits available the 1st month after hire • Automatic enrollment into our 401(k) plan (subject to eligibility requirements) • Virtual fitness classes offered company-wide • Robust PTO offerings including major holidays, vacation, sick, personal, & volunteer time • Employee discounts with major providers (i.e. wireless, gym, car rental, etc.) • Philanthropic support with both local and national organizations • Fun culture with company-wide contests and prizes