CCaaS Implementation Engineer, AI.bot focus
$135,200–$166,400 year
On-site · Raleigh, North Carolina, United States
Job Summary
CCaaS AI Deployment Engineer (Mid-Level) responsible for hands-on configuration, deployment, and management of AI chat/voice bot workflows for mid-market customers. Responsibilities include implementing and configuring AI chat and voice bots, setting up routing logic and interaction flows for automating customer service, integrating with CRMs and knowledge bases, building and maintaining bot dialogs and automation rules using low-code/no-code configurations, tuning workflows based on testing and analytics, translating solution designs into working configurations, performing environment/tenant setup and data integrations, and collaborating with customers and cross-functional teams to validate behavior and ensure successful deployments. Required skills include experience with conversational AI/CX tools (e.g., Cognigy, Cyara, Glean), understanding of intents/flows/ routing/automation, strong problem-solving with configuration-driven SaaS platforms, and effective communication in a customer-facing engineering role. Ideal background includes 2–5 years in implementation/deployment engineering within enterprise SaaS or CX environments and a path toward AI solution delivery, with a proactive, hands-on approach.
Required Qualifications
- Engineering / Architecture Background with hands-on deployment/implementation experience
- Hands-on experience implementing or configuring Conversational AI, virtual agents, or chatbots, and/or contact center, IVR, or telephony solutions
- Ability to translate business/functional requirements into concrete configuration tasks and detailed implementation steps
- Experience with one or more tools/platforms in the conversational AI / CX ecosystem (e.g., Cognigy, Cyara, Glean, or similar)
- Familiarity with intents, flows, routing, NLU/NLP, and automation in customer service contexts
- Strong technical problem-solving skills and comfortable working with complex, configuration-driven SaaS platforms
- Excellent written and verbal communication; collaborative, customer-facing skills
- Ability to manage multiple mid-market implementations in parallel
- 2-5 years of experience in implementation/deployment engineering (enterprise SaaS, contact center, or CX environments)
- Willingness to grow into more advanced AI solution delivery while maintaining hands-on execution focus
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