AI Communications Solutions Engineer

AI Communications Solutions Engineer

Contivio is a global leader in AI-ready enterprise SaaS contact center & telephony solutions. Our patented CRM integration technologies were designed specifically for businesses looking for sophisticated, user-friendly, multi-channel, and AI-capable ways to drive sales and improve customer support. Please follow instructions below to apply. 

Our ideal candidate will:

• Implement and configure Contivio AI Agents and AI-powered customer engagement solutions across voice, chat, SMS, messaging, and digital channels as part of customer projects and professional services engagements.
• Enable customers to achieve successful business outcomes by understanding their objectives, business processes, customer journeys, and operational requirements, while owning the technical delivery outcome from discovery through production deployment.
• Conduct customer discovery workshops to identify use cases, business requirements, workflows, escalation paths, integrations, compliance considerations, and success criteria for AI agent deployments.
• Analyze customer environments to identify CRM systems, knowledge bases, data sources, APIs, and business processes required to support AI-powered automation and customer interactions.
• Design conversational AI solutions, agent workflows, knowledge retrieval strategies, and integrations that align with customer requirements and industry best practices.
• Guide customers on AI capabilities, limitations, risks, and best practices, helping them establish realistic expectations and identify high-value automation opportunities.
• Collaborate closely with Engineering, Product Management, and Customer Success teams to deliver AI solutions that meet business and technical objectives.
• Configure, test, validate, and optimize AI agents, prompts, workflows, knowledge sources, and integrations to maximize accuracy, customer experience, and operational effectiveness.
• Lead User Acceptance Testing (UAT), pilot programs, and production readiness activities, ensuring customer requirements are met prior to deployment.
• Reproduce, document, and escalate product defects, AI performance issues, and complex technical challenges to Engineering, providing detailed analysis and recommended next steps.
• Effectively communicate customer feedback, operational requirements, and product enhancement requests to Engineering and Product Management.
• Serve as a subject matter expert for conversational AI, agentic AI, knowledge retrieval, and customer engagement automation, collaborating with colleagues to solve complex customer challenges.
• Identify recurring implementation challenges and create knowledge base articles, best practice guides, implementation playbooks, FAQs, and training materials to improve customer and team success.
• Stay current with emerging AI technologies, models, frameworks, and industry trends, helping Contivio continuously evolve its AI offerings and delivery methodologies.
• As a key contributor to the Professional Services Team, we are looking for a passionate, self-managed individual who can work well with a cohesive team to help us delight our customers and grow our business.

Key Requirements:

• Bachelor's degree in Computer Science, Information Systems, Engineering, Communications, or equivalent industry experience.
• 2 years of hands-on experience implementing, supporting, designing, or delivering AI, conversational AI, virtual agent, chatbot, or automation solutions.
• Strong understanding of Large Language Models (LLMs), Retrieval-Augmented Generation (RAG), prompt engineering, neural networks, embeddings, vector databases, agentic AI concepts, knowledge retrieval, and conversational design principles.
• Strong understanding of voice AI and conversational telephony concepts, including VAD, STT, TTS, latency management, barge-in handling, cross-talk, conversation flow, and customer experience optimization
• Experience gathering business requirements and translating customer objectives into AI-powered solutions and technical specifications.
• Experience working with CRM, customer engagement, and business systems such as Salesforce, NetSuite, Dynamics 365, Zendesk, HubSpot, or similar platforms.
• Understanding of APIs, web services, integrations, authentication methods, and enterprise application architectures.
• Experience designing or implementing conversational AI solutions across voice, chat, messaging, or digital customer engagement channels.
• Ability to evaluate customer business processes and identify opportunities for AI-driven automation, self-service, and operational improvement.
• Strong analytical and problem-solving skills with the ability to balance technical possibilities against business objectives.
• Ability to explain complex AI concepts to both technical and non-technical audiences.
• Excellent written and verbal communication, presentation, and customer-facing consulting skills.
• Experience conducting workshops, requirements gathering sessions, UAT activities, and customer training is highly desirable.
• Experience with contact center, CCaaS, UCaaS, customer service, CRM, or customer engagement platforms is highly desirable.
• Familiarity with AI platforms such as OpenAI, Anthropic, Google Gemini, or similar technologies.
• Experience with AI implementation consulting, solution delivery, business process analysis, or digital transformation projects is highly desirable.

Location & Salary:

This role is located at our corporate headquarters in Irvine, CA. Contivio’s primary development hub is Sydney, Australia and with customers in over 40 countries, we continue to expand globally. We pay very competitive salaries in line with your experience, bonuses tied to KPIs and a full benefits package.

How to apply:

1. Please complete the LinkedIn application and also email a short note to Careers@contivio.com explaining how your skills and experience are aligned to Contivio’s offering.
2. As part of Contivio’s standard employment process, candidates will undergo a complete background check prior to an offer being extended. These background checks are conducted by a professional third-party firm at no charge to the applicant and include: prior employment verification, education verification, social security trace, criminal background check and motor vehicles records (where required for position). 
3. Contivio is an Equal Employment Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability and protected veterans’ status or any other characteristic protected by law.