Unified Communications Conversational Engineer (59891)
AAA Northeast3 months ago
Providence, RI, USASenior
Responsibilities
- Design, implement, and maintain end-to-end conversational flows and scripts for virtual assistants, IVRs, and AI-driven communication tools.
- Develop communication solutions integrating voice, chat, and messaging services.
- Create AI functions for call summaries, next-best action, agent assist, customer intent, and other productivity tools.
- Use Conversation AI expertise to improve natural language understanding and interactions, preferably with Google Dialogflow and CCAI.
- Define dialog-design methodologies, standards, and best practices.
- Create and maintain voice-and-tone documents and conversational style guides.
- Monitor system performance and troubleshoot communication-service issues.
- Integrate AI algorithms and software applications into communication systems.
- Collaborate with engineers and stakeholders to align communication strategies with business goals.
- Improve communication features based on user feedback and industry trends while supporting security compliance.
- Respond to after-hours service calls on a rotational basis.
Requirements
- Bachelor's degree in software engineering, computer science, or a similar field.
- 5+ years of voice or unified communications experience.
- 3+ years of experience with technical leadership skills.
- 1+ year of experience with Conversation AI platforms, preferably Dialogflow.
- 3+ years of experience integrating or using SOAP- and REST-based web services.
- 3+ years of JavaScript development and JSON payload processing experience.
Benefits
- Medical coverage with employer contributions covering up to 93% of premiums, plus dental and vision options.
- 401(k) retirement plan with a 6% company match, fully vested and contributed each pay period.
- Three weeks of vacation, 12 holidays, eight sick days, and 48 hours of annual volunteer time.
- Free AAA membership, insurance discounts, travel commission refund, wellness incentives, and tuition reimbursement.
- Ongoing training and career-development opportunities.
- Annual bonus opportunities and other incentive compensation may be available depending on the role.
- Highly collaborative work culture with a cameras-on approach during virtual meetings.
Tech Stack
JavaScriptSOAP
Categories
About AAA Northeast
AAA Northeast is a nonprofit membership club of the American Automobile Association serving members in Connecticut, Massachusetts, New Hampshire, New Jersey, New York, and Rhode Island. It provides roadside assistance, auto/home/life insurance, travel services, driver training, member discounts, and select financial services, funded by membership dues and product premiums or commissions. Founded in 1900 and headquartered in Providence, Rhode Island, the club serves over six million members across the Northeast.