Home / [Remote] Staff AI Engineer - Contact Center AI – Amazon Store

[Remote] Staff AI Engineer - Contact Center AI

Other Jobs To Apply

No other job posts for this day.

Note: The job is a remote job and is open to candidates in USA. HCA Healthcare is focused on redefining patient care through digital transformation and innovation. As a Staff AI Engineer, you will lead the design and deployment of AI-powered customer experience solutions, leveraging Genesys Cloud CX and modern Generative AI technologies to enhance patient and agent experiences.


Responsibilities

  • Design, develop, and implement AI-powered contact center solutions with a focus on Genesys Cloud CX and conversational AI
  • Build and deploy intelligent virtual agents, voice bots, chatbots, and AI assistants to improve patient and agent experiences
  • Integrate Generative AI and Agentic AI capabilities into call center workflows including IVR automation, call summarization, agent assist, routing optimization, and self-service experiences
  • Collaborate with contact center operations teams and business stakeholders to translate operational requirements into scalable AI solutions
  • Optimize customer journeys, conversational flows, and automation strategies to improve containment rates, call resolution, and customer satisfaction
  • Provide technical leadership and mentorship to engineering team members
  • Evaluate emerging contact center AI technologies and recommend improvements to architecture and operational processes
  • Partner with cross-functional teams across IT, digital transformation, operations, and enterprise product teams

Skills

  • 5+ years of experience in software engineering, contact center technology, or AI/automation engineering
  • 1+ years of hands-on experience with Genesys Cloud CX, Genesys Engage, or similar CCaaS/contact center platforms
  • Hands-on experience with Generative AI technologies, LLMs, conversational AI platforms, or Agentic AI frameworks
  • Experience with cloud platforms such as Azure or GCP
  • Strong understanding of contact center operations, call flows, routing strategies, workforce challenges, and customer experience optimization
  • Experience with healthcare contact center environments
  • Familiarity with platforms such as Dialogflow, Amazon Lex, Vertex AI, OpenAI APIs, or similar AI technologies

Benefits

  • Remote (U.S. Only) - M-F, 8am – 5pm - Central Time

Company Overview

  • HCA Healthcare provides medical education and healthcare services in locally managed facilities. It is a sub-organization of North Florida Endoscopy Center. It was founded in 1968, and is headquartered in Nashville, Tennessee, USA, with a workforce of 10001+ employees. Its website is

    • Apply Now →