New

AI Contact Center Automation Engineer

Vaco
$100,000.00 - $130,000.00 / yr
401(k), retirement plan
United States, Arizona, Tempe
Nov 26, 2025
A fast-growing consumer technology platform is modernizing its customer support operation and building next-generation voice and SMS automation using agentic AI. We're searching for an AI Contact Center Automation Engineer who can own the design, deployment, and iterative improvement of AI-powered virtual assistants across voice, SMS, and chat. This role is highly hands-on and execution-focused. You'll work closely with Operations, Data Science, and Engineering to build end-to-end automation workflows using a modern CCaaS environment (Genesys Cloud) and an advanced agentic AI orchestration layer. The ideal candidate brings the rare blend of contact center engineering experience and hands-on AI assistant deployment. If you can point us to a phone number, SMS endpoint, or chat interface where we can test a bot you built - that's exactly the level of experience we're looking for. What You'll Do Build, deploy, and refine voice-first and SMS-based agentic AI virtual assistants. Design omnichannel automation across voice, SMS, chat, and email within a CCaaS platform. Implement and optimize workflows in Genesys Cloud (or comparable systems such as NICE, Amazon Connect, Five9, Webex CC, UCCX/UCCE). Work directly with an external AI partner to design intelligent call and text journeys. Integrate AI assistants with backend systems using REST APIs, data dips, and event-driven logic. Create production-ready endpoints (phone numbers, SMS bots, chat widgets) for real-world testing. Monitor and analyze performance (containment, escalations, fallback logic), then iterate for improvement. Collaborate with Ops, Data Science, and Product to align automation with business goals and compliance requirements. Serve as the primary execution owner for AI-driven contact center automation. What You Bring Required 4+ years of hands-on experience with contact center technologies and CCaaS platforms. Strong background designing IVR flows, call routing, and traditional self-service logic. Real-world experience deploying AI-driven or automated virtual assistants, ideally in a voice-first environment. Understanding of conversational workflows, prompt logic, and NLU/NLP tuning. Experience integrating CCaaS systems with backend platforms using APIs and webhooks. Ability to analyze conversations and logs to improve automated journeys. Strong communication skills and ability to work across technical and non-technical stakeholders. Nice to Have Experience with agentic AI frameworks, LLM orchestration, or platforms like Sierra AI. Background building or supporting LLM-based tools or RAG systems. Familiarity with compliance needs (HIPAA, GDPR, SOC2) in a customer engagement environment. Experience operating within fast-paced, iterative build cycles. Determining compensation for this role (and others) at Vaco/Highspring depends upon a wide array of factors including but not limited to the individual's skill sets, experience and training, licensure and certifications, office location and other geographic considerations, as well as other business and organizational needs. With that said, as required by local law in geographies that require salary range disclosure, Vaco/Highspring notes the salary range for the role is noted in this job posting. The individual may also be eligible for discretionary bonuses, and can participate in medical, dental, and vision benefits as well as the company's 401(k) retirement plan. Vaco by Highspring values a diverse workplace and strongly encourages women, people of color, LGBTQ+ individuals, people with disabilities, members of ethnic minorities, foreign-born residents, and veterans to apply. EEO Notice Vaco by Highspring is an Equal Opportunity Employer and does not discriminate against any employee or applicant for employment because of race (including but not limited to traits historically associated with race such as hair texture and hair style), color, sex (includes pregnancy or related conditions), religion or creed, national origin, citizenship, age, disability, status as a veteran, union membership, ethnicity, gender, gender identity, gender expression, sexual orientation, marital status, political affiliation, or any other protected characteristics as required by federal, state or local law. Vaco by Highspring and its parents, affiliates, and subsidiaries are committed to the full inclusion of all qualified individuals. As part of this commitment, Vaco by Highspring and its parents, affiliates, and subsidiaries will ensure that persons with disabilities are provided reasonable accommodations. If reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment, please contact HR@vaco.com . Vaco by Highspring also wants all applicants to know their rights that workplace discrimination is illegal. By submitting to this position, you agree that you will be giving Vaco by Highspring the exclusive right to present your as a candidate for the foregoing employment opportunity. You further agree that you have represented information about yourself accurately and have not affirmatively misrepresented your qualifications. You also agree to maintain as confidential, to the fullest extent permitted by law, any information you learn from Vaco by Highspring about the position and you will limit disclosure of information about the position only to the extent necessary to perform any obligations in furtherance of your application. In exchange, Vaco by Highspring agrees to exercise reasonable efforts to represent you through all solicitation, job screening and resume dispersal. Privacy Notice Vaco by Highspring and its parents, affiliates, and subsidiaries ("we," "our," or "Vaco by Highspring") respects your privacy and are committed to providing transparent notice of our policies. California residents may access Vaco by Highspring HR Notice at Collection for California Applicants and Employees here. Virginia residents may access our state specific policies here. Residents of all other states may access our policies here. Canadian residents may access our policies in English here and in French here. Residents of countries governed by GDPR may access our policies here. Pay Transparency Notice Determining compensation for this role (and others) at Vaco by Highspring depends upon a wide array of factors including but not limited to: the individual's skill sets, experience and training; licensure and certification requirements; office location and other geographic considerations; other business and organizational needs. With that said, as required by local law, Vaco by Highspring believes that the following salary range referenced above reasonably estimates the base compensation for an individual hired into this position in geographies that require salary range disclosure. The individual may also be eligible for discretionary bonuses.