Software Principal Engineer at Dell Technologies focusing on high - risk automation projects and data integration in Global Asset Management. Collaborating across engineering teams to enhance data quality and efficiency.
About the role
- Senior Contact Center Software Engineer developing AI-driven customer experiences across multiple channels at SS&C. Join our GENAI team and work on global Contact Centre platforms.
Responsibilities
- Design and develop advanced conversational AI solutions, including chatbots, virtual agents, and IVR systems.
- Apply Natural Language Processing (NLP) and Machine Learning (ML) techniques to deliver intuitive, human-like interactions.
- Develop and enhance self-service capabilities across voice, email, and chat platforms.
- Build and optimize virtual agents and robotic assistance tools, with a strong emphasis on personality, user engagement, and responsiveness.
- Collaborate closely on solution architecture to ensure seamless deployment within real-world business environments.
- Analyze system performance and recommend data-driven improvements to maximize efficiency and customer satisfaction.
- Develop and maintain back-end automation frameworks and services supporting deployed bots and intelligent workflows.
Requirements
- Minimum of 7 years’ experience working in Contact Center environments
- Proven expertise in the design and implementation of AI-powered communication systems
- Hands-on experience with NLP, ML, and associated frameworks and technologies
- Demonstrated ability to deliver scalable and maintainable backend solutions in production environments
- Strong collaboration skills, with the ability to work across technical and business teams to deliver effective solutions
- Experience with conversational AI frameworks such as Google Dialog Flow or Microsoft Bot Framework
- Experience with Git, Jira, Containerized Development, Github Actions, and OAuth / OIDC
- Experience with GenAI and Large Language Models (LLM) for next generation chatbot development (OpenAI GPT or Llama)
- Experience with RAG workflows, including document ingestion, cleaning, and processing, vector storage, and similarity lookups
- Experience with LLM tool development and chain of thought prompting / workflows
Benefits
- Income Protection Insurance & Salary Continuance
- Generous Bereavement & Compassionate leave
- Private Health Insurance discount
- Primary & Secondary Paid Parental leave
- Death & TPD Insurance
- Discounts on fitness clubs, travel and more!
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
No Education Requirement
Location requirements
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