Manager AI/ML Engineering - Amazon connect, gen AI

Caring. Connecting. Growing together.

Primary Responsibilities:

• Lead the migration of traditional voice contact centers to Google and Amazon cloud contact center solutions
• Oversee the design, development, and implementation of cloud-based contact center solutions
• Demonstrates ability to quickly learn the ecosystem, and appropriately apply new engineering solutions for the bot and IVR migrations to cloud solutions
• Collaborate with cross-functional teams to ensure seamless integration and deployment
• Develop and maintain best practices for DevOps and cloud infrastructure
• Manage and mentor a team of 8-10 software engineers, providing guidance and support
• Ensure the scalability, reliability, and security of cloud contact center solutions
• Stay updated with emerging cloud technologies and industry trends
• Coordinate with stakeholders to define project requirements and deliverables. Work with SI partners and internal stakeholder to deliver outcome & business values
• Support the company's vision of responsible use of AI by implementing a Machine Learning
• Review board approval process
• Comply with the terms and conditions of the employment contract, company policies and procedures, and any and all directives (such as, but not limited to, transfer and/or re-assignment to different work locations, change in teams and/or work shifts, policies in regard to flexibility of work benefits and/or work environment, alternative work arrangements, and other decisions that may arise due to the changing business environment). The Company may adopt, vary or rescind these policies and directives in its absolute discretion and without any limitation (implied or otherwise) on its ability to do so

Required Qualifications:

• Bachelor's degree in Computer Science, Engineering, or a related field (Master's preferred)
• 3+ years of experience in emerging cloud solutions supporting DevOps practices
• 3+ years of experience in digital channel development for large scale contact centers solutions (supporting Voice Bot, Chat Bot and other channels)
• Experience with AI/ML and Large Language Models (LLM)
• Proven experience with Google Cloud Platform (GCP) and Amazon Web Services (AWS).
• Familiarity with Genesys contact center IVR migrations.
• Solid understanding of cloud architecture and infrastructure.
• Understands the financial implications of software (cost and benefits for both engineering and operations)
• Track record of innovation and optimization in established Enterprise BOT landscapes
• Proven excellent leadership and team management skills
• Ability to work collaboratively with cross-functional teams
• Solid problem-solving and analytical skills
• Proven excellent communication and interpersonal skills

Preferred Qualifications:

• Certifications in GCP and AWS
• Experience with other cloud contact center solutions
• Familiar with hybrid cloud solutions
• Knowledge of Java, Familiarity with the Aha intake process, or experience in the healthcare industry
• Knowledge of additional contact center technologies and platforms.

#Nic