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Contact Center AI Solutions Specialist

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Manila, National Capital Region, Philippines beBeeEngineer Full time ₱900,000 - ₱1,200,000

We are looking for a skilled AI Copilot Engineer to design and develop AI-driven solutions for contact centers. As a key member of our team, you will be responsible for translating operational needs into scalable AI copilot solutions.

Responsibilities
  • Partner with operations teams to understand customer requirements and translate them into clear technical specifications for integrations.
  • Conduct hands-on integrations and API configurations with CRM systems, telephony systems, case management tools, and data mapping to tailor AI copilots for specific use cases.
  • Design and document technical requirements and data flows to guide development and ensure seamless integration with contact center platforms.
  • Serve as a trusted advisor and product evangelist for AI-driven contact center solutions, delivering demos, workshops, and stakeholder briefings.
  • Provide prompt engineering and optimization support to refine AI copilot responses and enhance customer interactions.
  • Stay abreast of emerging trends in generative AI, conversational AI, and contact center technologies, proactively identifying opportunities for innovation.
  • Bridge communication between technical teams, operations leaders, and client stakeholders to ensure solutions deliver measurable business outcomes.
  • Develop training materials, user guides, and knowledge assets to drive adoption and empower end-users.
  • Track and analyze solution performance metrics, generating insights and recommendations for ongoing improvement.
Requirements
  • Bachelor's degree in Computer Science, Computer Engineering, Information Systems, or a related field.
  • At least 5+ years of experience as a software engineer, data scientist, software architect, solutions consultant, or similar role in a technology-driven environment, ideally within contact center, SaaS, or AI domains.
  • Hands-on experience designing technical requirements and documenting data flows for low-code or API-based integrations.
  • Experience with Python, including frameworks such as FastAPI, Flask, or Django.
  • Familiarity with the development of APIs and integrations with CRM, telephony, or case management systems.
  • Experience with prompt engineering and optimization in generative AI or conversational AI solutions.
  • Excellent communication skills, both verbal and written, with the ability to present complex ideas to diverse audiences.
  • Strong analytical and problem-solving skills.
  • Ability to quickly learn and adapt to new technologies and methodologies.
  • Experience in project management and stakeholder engagement.
  • Strong interpersonal skills with a talent for building relationships across various levels of an organization.
Preferred Qualifications
  • Experience working in or with contact centers.
  • Understanding of key contact center metrics and operations management principles.
  • Advanced skills in prompt engineering, including zero-shot, few-shot, chain-of-thoughts, and others.
  • Familiarity with API integrations and technical solution design for SaaS or cloud-based platforms.
  • Previous experience as a product evangelist or in a similar role promoting technology solutions.
  • Proficiency in data analysis and visualization tools (e.g., Excel, Power BI, Tableau).
  • Experience with agile methodologies.