What are the responsibilities and job description for the AI Automation Engineer position at Business Knowledge Services?
AI Automation Engineer
*** LOCAL CANDIDATES ONLY- as weekly in office required***
We are seeking an AI Automation Engineer to design, build, and optimize intelligent virtual agents and automation solutions that enhance customer experience and operational efficiency. This role focuses on developing conversational AI (voice and chat), leveraging speech and sentiment analytics, and creating continuous improvement loops that reduce call volume and improve service quality.
Responsibilities
- Design, deploy, and manage AI-powered virtual agents (voice and chat), including intent models, dialog flows, and self-service automation
- Continuously improve AI performance using real interaction data and feedback loops
- Analyze speech and sentiment data to identify call drivers, customer pain points, and automation opportunities
- Translate insights into new bot capabilities, IVR enhancements, and agent assist features
- Monitor and optimize key metrics such as containment rate, escalation rate, and customer satisfaction
- Build dashboards and reporting to track AI performance, call trends, and CX insights
- Develop and maintain integrations using APIs and cloud platforms (Azure preferred)
- Create automation workflows and tools to streamline operations and insight delivery
Requirements
- Strong experience with Python, APIs, and system integrations
- Hands-on experience with AI/NLP platforms (e.g., Dialogflow or similar)
- Ability to analyze data and translate insights into actionable automation improvements
- Experience building and optimizing conversational AI solutions (voice and/or chat)
- Familiarity with contact center environments, IVR systems, and CX performance metrics
- Strong problem-solving skills with a focus on measurable outcomes and continuous improvement
Salary : $115,000 - $125,000