Contact Center AI Engineer

Job Title: Contact Center AI Engineer

Location: Bulgaria

Employment Type: Full-time

Experience Level: Senior (5+ years)

Salary: Based on experience

Position Overview

We are seeking a dynamic and communicative Contact Center AI Engineer to join our global digital innovation team. In this role, you will work closely with contact center operations to deploy and customize AI copilots for various use cases within contact center environments. You will serve as both a technical expert and brand ambassador, bridging the gap between AI technology and real-world contact center applications.

Key Responsibilities

AI Solution Development & Integration

• Partner with contact center operational leads to translate business needs into scalable AI copilot solutions
• Conduct hands-on integrations and API configurations with CRMs, telephony systems, and case management tools
• Design and document technical requirements and data flows for low-code or API-based integrations
• Provide prompt engineering and optimization support to refine AI copilot responses

Technical Leadership & Evangelism

• Serve as a trusted advisor and local evangelist for AI-driven contact center solutions
• Deliver demos, workshops, and stakeholder briefings to internal teams and external partners
• Bridge communication between technical teams, operations leaders, and client stakeholders
• Develop training materials, user guides, and knowledge assets to drive adoption

Innovation & Performance Optimization

• Stay current with emerging trends in generative AI, conversational AI, and contact center technologies
• Track and analyze solution performance metrics, generating insights for continuous improvement
• Proactively identify opportunities for innovation and process enhancement
• Manage stakeholder relationships and ensure solutions deliver measurable business outcomes

Qualifications

Required Experience

• 5+ years as a software engineer, data scientist, solutions consultant, or similar role
• Experience in technology-driven environments, ideally within contact center, SaaS, or AI domains
• Hands-on experience designing technical requirements and documenting data flows
• Background in API integrations with CRM, telephony, or case management systems

Technical Skills

• Proficiency with Python and frameworks (FastAPI, Flask, or Django)
• Experience with prompt engineering and optimization in generative AI solutions
• Familiarity with API development and low-code integration platforms
• Understanding of data analysis and performance metrics

Preferred Qualifications

• Direct experience working in or with contact centers
• Advanced prompt engineering skills (zero-shot, few-shot, chain-of-thought)
• Experience as a product evangelist or technology promoter
• Proficiency with data visualization tools (Power BI, Tableau)
• Knowledge of agile methodologies

Education

• Bachelor's degree in Computer Science, Computer Engineering, Information Systems, or related field

Essential Competencies

• Excellent communication skills with ability to present complex ideas to diverse audiences
• Strong analytical and problem-solving capabilities
• Proactive approach to innovation and change management
• Ability to work effectively in ambiguous situations
• Passion for technology transformation and business impact
• Strong interpersonal and relationship-building skills
• Adaptability in fast-paced, evolving technology landscapes

Work Environment

• Hybrid model (3 days onsite in Bulgaria)
• Global team collaboration across multiple continents
• Fast-paced, innovative technology environment
• Focus on digital transformation and customer experience