{"schemaVersion":"jobsearcher.job.v1","id":"2060e1057101d7e5df15453a","url":"https://jobsearcher.com/jobs/2060e1057101d7e5df15453a","canonicalUrl":"https://jobsearcher.com/jobs/2060e1057101d7e5df15453a","title":"CCaaS Implementation Engineer, AI.bot focus","description":"Job Title: CCaaS AI Deployment Engineer (AI.bot Implementation)\nTeam: Customer Experience / Virtual Agent – Professional Services\nLevel: Mid-Level\nOpenings: 3\nAbout the Company\nWe are a global leader in unified communications and customer experience solutions. Our platform powers video, voice, chat, and contact center capabilities for organizations of all sizes, helping them connect teams, engage customers, and deliver modern, AI-driven experiences across channels.\nOur customer experience and virtual agent products enable organizations to automate and enhance customer interactions through intelligent chat and voice bots integrated into existing contact center and business systems.\nRole Summary\nWe are hiring three Mid-Level Deployment Engineers to focus on hands-on implementation work for smaller mid-market customers. These roles are distinct from senior, enterprise-focused positions and are designed for engineers who execute strongly and are progressing into AI solution delivery, but are not yet at a senior/principal level.\nYou will configure, deploy, and manage workflows and AI bot configurations for real-world client use cases, such as automating customer service calls and digital support interactions. Ideal candidates have a solid engineering background and hands-on experience with conversational AI / CX tooling (for example, platforms like Cognigy, Cyara, Glean or similar), showing a clear progression from implementation engineering into AI-powered solutions. Prior experience in implementation architecture (high-level design of implementations and integrations) is also a strong fit for this role, provided candidates are comfortable remaining hands-on.\nKey Responsibilities\nImplementation & Configuration\nImplement and configure AI chat and voice bots for mid-market customers based on defined requirements and solution designs.\nSet up workflows, routing logic, and interaction flows to support use cases such as:\nAutomating customer service and support calls\nHandling common inquiries via chat or messaging\nIntegrating with existing systems (CRM, ticketing, knowledge bases, contact center platforms)\nConfigure channels, platform settings, and integrations according to best practices and implementation standards.\nWorkflow & Bot Management\nBuild and maintain bot dialogs, intents, flows, and automation rules using low-code/no-code or configuration-based tools.\nTune and optimize workflows and configurations based on testing, analytics, and customer feedback.\nImplement business rules, escalation paths, and seamless handoff logic to live agents.\nTechnical Delivery\nTranslate solution designs from senior engineers, solution architects, or implementation architects into working configurations.\nExecute deployment tasks such as:\nEnvironment/tenant setup and initial configuration\nConnecting data sources, APIs, and supporting tools (where required)\nConfiguration-focused troubleshooting and issue resolution\nParticipate in functional and user acceptance testing, and resolve issues related to workflows, routing, and bot behavior.\nCustomer & Cross-Functional Collaboration\nWork directly with customer stakeholders (often in collaboration with project managers or senior engineers) to validate behavior, gather configuration details, and support deployment and go-live.\nPartner with Professional Services project managers, sales engineers, and support teams to ensure smooth deployments and clean handoffs to ongoing operations.\nDocument implementation details, configuration decisions, and procedures for future maintenance and enhancements.\nRequired Qualifications\nEngineering / Architecture Background\nPrevious experience in an engineering or implementation-focused role (e.g., deployment engineer, implementation engineer, systems engineer, or software engineer involved in solution delivery).\nPrior experience in implementation architecture (e.g., designing how systems, integrations, and workflows fit together for customer deployments) is a strong plus, as long as candidates are comfortable in a hands-on configuration role.\nStrong technical problem-solving skills and comfort working with complex, configuration-driven SaaS platforms.\nImplementation Experience\nHands-on experience implementing or configuring:\nConversational AI, virtual agents, or chatbots, and/or\nContact center, IVR, or telephony solutions, and/or\nOther enterprise CX platforms where workflows and integrations are key.\nAbility to convert business/functional requirements into concrete configuration tasks and detailed implementation steps.\nAI / CX Tooling Exposure\nExperience with one or more tools or platforms in the conversational AI / CX ecosystem (for example, platforms like Cognigy, Cyara, Glean, or comparable technologies).\nFamiliarity with concepts like intents, flows, routing, NLU/NLP, and automation in customer service contexts.\nDemonstrated interest in further developing skills in AI-powered customer experience solutions.\nTechnical Skills\nComfort using web-based admin consoles and configuration interfaces.\nFamiliarity with:\nBasic API and webhook concepts\nData and systems integration principles (able to follow implementation guides and collaborate with more technical teams)\nAbility to read and apply technical documentation in real-world deployments.\nSoft Skills\nStrong organizational skills, with the ability to manage multiple mid-market implementations in parallel.\nClear, concise written and verbal communication, especially when documenting configuration decisions and explaining system behavior to non-technical stakeholders.\nCollaborative, low-ego working style; open to guidance from senior team members and effective in cross-functional teams.\nIdeal Background & Profile\nApproximately 2–5 years of experience in implementation or deployment engineering, ideally in enterprise SaaS, contact center, or CX environments.\nA career path that shows progression from general implementation engineering into AI and automation-focused work, potentially including a stint in implementation architecture, without being overly senior.\nExperience working with customers in the mid-market segment, balancing standardization with tailored configuration.\nMotivated to grow into more advanced AI solution delivery while maintaining a strong hands-on, execution-focused role.","company":"Technical Source","rawCompany":"technical source","city":"Raleigh","state":"NC","isRemote":false,"isActive":false,"createdAt":"2026-05-01T06:16:55.843Z","occupations":[{"code":"15-1299.08","title":"Computer Systems Engineers/Architects","slug":"computer-systems-engineers-architects"},{"code":"15-1252.00","title":"Software Developers","slug":"software-developers"},{"code":"15-1211.00","title":"Computer Systems Analysts","slug":"computer-systems-analysts"}],"industries":[{"code":"541512","title":"Computer Systems Design Services","slug":"computer-systems-design-services"},{"code":"541511","title":"Custom Computer Programming Services","slug":"custom-computer-programming-services"},{"code":"513210","title":"Software Publishers","slug":"software-publishers"}],"jobPosting":{"@context":"https://schema.org","@type":"JobPosting","title":"CCaaS Implementation Engineer, AI.bot focus","description":"Job Title: CCaaS AI Deployment Engineer (AI.bot Implementation)\nTeam: Customer Experience / Virtual Agent – Professional Services\nLevel: Mid-Level\nOpenings: 3\nAbout the Company\nWe are a global leader in unified communications and customer experience solutions. Our platform powers video, voice, chat, and contact center capabilities for organizations of all sizes, helping them connect teams, engage customers, and deliver modern, AI-driven experiences across channels.\nOur customer experience and virtual agent products enable organizations to automate and enhance customer interactions through intelligent chat and voice bots integrated into existing contact center and business systems.\nRole Summary\nWe are hiring three Mid-Level Deployment Engineers to focus on hands-on implementation work for smaller mid-market customers. These roles are distinct from senior, enterprise-focused positions and are designed for engineers who execute strongly and are progressing into AI solution delivery, but are not yet at a senior/principal level.\nYou will configure, deploy, and manage workflows and AI bot configurations for real-world client use cases, such as automating customer service calls and digital support interactions. Ideal candidates have a solid engineering background and hands-on experience with conversational AI / CX tooling (for example, platforms like Cognigy, Cyara, Glean or similar), showing a clear progression from implementation engineering into AI-powered solutions. Prior experience in implementation architecture (high-level design of implementations and integrations) is also a strong fit for this role, provided candidates are comfortable remaining hands-on.\nKey Responsibilities\nImplementation & Configuration\nImplement and configure AI chat and voice bots for mid-market customers based on defined requirements and solution designs.\nSet up workflows, routing logic, and interaction flows to support use cases such as:\nAutomating customer service and support calls\nHandling common inquiries via chat or messaging\nIntegrating with existing systems (CRM, ticketing, knowledge bases, contact center platforms)\nConfigure channels, platform settings, and integrations according to best practices and implementation standards.\nWorkflow & Bot Management\nBuild and maintain bot dialogs, intents, flows, and automation rules using low-code/no-code or configuration-based tools.\nTune and optimize workflows and configurations based on testing, analytics, and customer feedback.\nImplement business rules, escalation paths, and seamless handoff logic to live agents.\nTechnical Delivery\nTranslate solution designs from senior engineers, solution architects, or implementation architects into working configurations.\nExecute deployment tasks such as:\nEnvironment/tenant setup and initial configuration\nConnecting data sources, APIs, and supporting tools (where required)\nConfiguration-focused troubleshooting and issue resolution\nParticipate in functional and user acceptance testing, and resolve issues related to workflows, routing, and bot behavior.\nCustomer & Cross-Functional Collaboration\nWork directly with customer stakeholders (often in collaboration with project managers or senior engineers) to validate behavior, gather configuration details, and support deployment and go-live.\nPartner with Professional Services project managers, sales engineers, and support teams to ensure smooth deployments and clean handoffs to ongoing operations.\nDocument implementation details, configuration decisions, and procedures for future maintenance and enhancements.\nRequired Qualifications\nEngineering / Architecture Background\nPrevious experience in an engineering or implementation-focused role (e.g., deployment engineer, implementation engineer, systems engineer, or software engineer involved in solution delivery).\nPrior experience in implementation architecture (e.g., designing how systems, integrations, and workflows fit together for customer deployments) is a strong plus, as long as candidates are comfortable in a hands-on configuration role.\nStrong technical problem-solving skills and comfort working with complex, configuration-driven SaaS platforms.\nImplementation Experience\nHands-on experience implementing or configuring:\nConversational AI, virtual agents, or chatbots, and/or\nContact center, IVR, or telephony solutions, and/or\nOther enterprise CX platforms where workflows and integrations are key.\nAbility to convert business/functional requirements into concrete configuration tasks and detailed implementation steps.\nAI / CX Tooling Exposure\nExperience with one or more tools or platforms in the conversational AI / CX ecosystem (for example, platforms like Cognigy, Cyara, Glean, or comparable technologies).\nFamiliarity with concepts like intents, flows, routing, NLU/NLP, and automation in customer service contexts.\nDemonstrated interest in further developing skills in AI-powered customer experience solutions.\nTechnical Skills\nComfort using web-based admin consoles and configuration interfaces.\nFamiliarity with:\nBasic API and webhook concepts\nData and systems integration principles (able to follow implementation guides and collaborate with more technical teams)\nAbility to read and apply technical documentation in real-world deployments.\nSoft Skills\nStrong organizational skills, with the ability to manage multiple mid-market implementations in parallel.\nClear, concise written and verbal communication, especially when documenting configuration decisions and explaining system behavior to non-technical stakeholders.\nCollaborative, low-ego working style; open to guidance from senior team members and effective in cross-functional teams.\nIdeal Background & Profile\nApproximately 2–5 years of experience in implementation or deployment engineering, ideally in enterprise SaaS, contact center, or CX environments.\nA career path that shows progression from general implementation engineering into AI and automation-focused work, potentially including a stint in implementation architecture, without being overly senior.\nExperience working with customers in the mid-market segment, balancing standardization with tailored configuration.\nMotivated to grow into more advanced AI solution delivery while maintaining a strong hands-on, execution-focused role.","datePosted":"2026-05-01T06:16:55.843Z","dateModified":"2026-05-01T06:16:55.843Z","hiringOrganization":{"@type":"Organization","name":"Technical Source","sameAs":"https://jobsearcher.com"},"jobLocation":{"@type":"Place","address":{"@type":"PostalAddress","addressLocality":"Raleigh","addressRegion":"NC","addressCountry":"US"}},"identifier":{"@type":"PropertyValue","name":"JobSearcher","value":"2060e1057101d7e5df15453a"},"url":"https://jobsearcher.com/jobs/2060e1057101d7e5df15453a"}}