Copilot & Viva AI Engineer at the Federal Reserve Bank designing and implementing IT engineering solutions. Collaborating with teams to deploy Microsoft Copilot and manage AI initiatives.
About the role
- Contact Center AI Engineer customizing AI copilots and solutions for contact center scenarios. Collaborating with operational teams while staying updated on generative AI trends.
Responsibilities
- Partner with contact center operational leads to translate contact center operational needs into scalable AI copilot solutions.
- Mapping customer requirements into clear technical specifications for low-code or API-based integrations.
- Conduct hands-on integrations and API configurations with CRMs, telephony systems, case management tools, and data mapping to tailor AI copilots for specific contact center 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 local 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.
- Act as a brand ambassador, promoting our solutions internally and externally to build excitement and drive market success.
Requirements
- Bachelor’s degree in Computer Science, Computer Engineering, Information Systems, or a related field
- Experience in AI
- Experience in Python Development
- Experience in RAG
- Hands-on experience designing technical requirements and documenting data flows for low-code or API-based integrations.
- Experience with prompt engineering and optimization in generative AI or conversational AI solutions.
- 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 concepts such as 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
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Tech skills
Location requirements
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