AI Engineer

We are seeking a highly skilled hybrid GenAI and machine learning engineer to design, test, and deploy Generative AI (GenAI), Large Language Model (LLM)-powered capabilities and machine learning solutions within the contact center.

Requirements

• Develop, train, and deploy machine learning models to support contact center optimization and quality automation.
• Build and maintain ML pipelines for data prep, feature engineering, model training, testing, and monitoring.
• Apply MLOps best practices including CI/CD, model versioning, drift detection, and performance monitoring.
• Develop, configure, and test GenAI solutions for contact center workflows including agent assist, summarization, knowledge retrieval, and QA automation.
• Build prompt frameworks and templates for operational use cases.
• Evaluate and compare LLM capabilities across platforms (OpenAI, Azure OpenAI, Anthropic, Google, etc.).
• Conduct iterative experimentation to improve model accuracy, tone, compliance, and consistency.
• Integrate LLMs with enterprise data sources using retrieval-augmented generation (RAG).
• Design evaluation methodologies including grounding tests, hallucination detection, correctness scoring, and safety checks.
• Create scoring rubrics and benchmark datasets tailored to contact center scenarios.
• Run side-by-side model comparisons and maintain dashboards for accuracy, latency, and cost.
• Test solutions against compliance, risk, and privacy guidelines.
• Build prototypes using Python, APIs, vector databases, embeddings, and orchestration frameworks.
• Experience developing and deploying ML models (supervised, unsupervised, deep learning) in production.
• Skilled with ML frameworks such as TensorFlow, PyTorch, scikit-learn.
• Familiarity with MLOps tools (MLflow, Kubeflow, Azure ML).
• Strong understanding of model lifecycle management and monitoring.
• Develop pipelines to prepare transcripts, metadata, and knowledge sources for GenAI.
• Use tools such as Azure OpenAI, LangChain, or Semantic Kernel.

Benefits

• Health, dental, mental health, vision, short- and long-term disability, life and AD&D insurance coverage
• Adoption/surrogacy and wellness benefits, and employee/family assistance plans
• Pension and a global share ownership plan with employer matching contributions
• Financial education and counseling resources
• Generous paid time off program in Canada
• Retirement savings plans