Voice AI Engineer | Contact Center Automation

Salary is subject to discussion and negotiation.

Candidate must be amenable to work on a shifting schedule.

Role Overview

We are seeking a highly skilled Voice AI Engineer to architect, build, and optimize end-to-end conversational AI systems for contact center operations. This role will lead the development of scalable AI voice solutions that automate inbound and outbound customer interactions, integrate with telephony and CRM systems, and improve operational efficiency and customer experience.

The ideal candidate has strong hands-on experience in NLP, speech technologies, API integrations, and cloud deployment, with a solid understanding of contact center KPIs and workflows.

Key Responsibilities

• Architect and develop scalable AI-driven voice solutions from concept to deployment

• Design and implement conversational logic, intent recognition, and dialogue management systems

• Integrate speech-to-text (STT) and text-to-speech (TTS) technologies

• Build and optimize AI voice bots capable of handling inbound and outbound interactions autonomously

• Integrate AI systems with telephony platforms (SIP, VoIP, IVR) and CRM tools

• Develop APIs and webhooks for system interoperability

• Optimize system performance based on key metrics (containment rate, intent accuracy, latency, AHT impact)

• Implement intelligent escalation workflows to live agents

• Ensure compliance with data privacy regulations (e.g., Data Privacy Act, GDPR, HIPAA when applicable)

• Maintain technical documentation for architecture, integrations, and workflows

• Continuously evaluate and implement improvements in model training, prompt engineering, and AI performance

Required Qualifications

• Minimum 3+ years of experience in AI/ML, NLP, conversational AI, or voice automation

• Strong programming skills in Python (required) and/or JavaScript

• Experience working with speech recognition and text-to-speech technologies

• Hands-on experience with AI voice platforms such as Google Dialogflow CX, Amazon Lex, Microsoft Azure Speech, ElevenLabs, or similar

• Experience building custom AI solutions using APIs and SDKs (beyond purely no-code tools)

• Experience integrating AI systems with telephony platforms (SIP, VoIP, IVR)

• Experience deploying solutions in cloud environments (AWS, Azure, or GCP)

• Understanding of contact center KPIs (AHT, FCR, containment rate, CSAT impact)

• Strong analytical and troubleshooting skills

• Excellent English communication skills

Preferred Qualifications

• Experience in BPO or contact center environments

• Experience with LLM integration and prompt engineering

• Knowledge of RAG (Retrieval-Augmented Generation) frameworks

• Familiarity with CI/CD pipelines and containerization (Docker)

• Experience handling compliance-sensitive environments (Healthcare, Finance, etc.)

What Success Looks Like (First 6–12 Months)

• Successfully deploy at least one production-ready AI voice solution

• Achieve measurable improvement in containment rate and reduction in manual handling

• Reduce operational cost per contact through AI automation

• Establish scalable AI architecture for future expansion