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.

• 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 elevate 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.

• 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,…