Sr. AI Engineer

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• Collaborate with Product Management on architectural assessments, platform design considerations, and evaluation of Genesys Cloud CX and TTEC Smart Apps solutions.
• Configure and maintain Genesys Cloud features—including IVRs, call flows, queue routing, permissions, and user roles—according to jointly defined priorities and initiatives.
• Co-lead the implementation of new feature enhancements, integrations, and updates, sharing responsibilities for planning and execution.
• Ensure platform compliance with security, regulatory, and enterprise standards by working together to address audit requirements, technical controls, and operational practices.
• Work with business units to gather requirements, analyze needs, and recommend platform enhancements in alignment with shared goals.
• Troubleshoot and resolve incidents collaboratively, jointly escalating complex issues to technical leadership as needed, and participate in business continuity and disaster recovery planning.
• Share responsibility for ongoing platform monitoring, patching, and upgrading activities based on a collaboratively developed maintenance schedule.
• Partner with reporting specialists and data analysts to design dashboards and operational data visualizations that support strategic and tactical decision-making.
• Participate in user acceptance, release testing, and documentation efforts to maintain platform integrity and support organizational training efforts.
• Engage with Training, QA, and business process owners to assess workflows, recommend optimizations, and create documentation as partners.
• Support vendor due diligence, contract management, and licensing activities as a collaborative effort.
• Perform application support duties for integrated systems (such as CRM, WFM, and other financial technologies), addressing integration issues jointly and leveraging each other's expertise as needed.
• Assist in training of new team members
• Provides back-up for team members where needed.
• Other duties as assigned