AI / ML Engineer

At TTEC Digital, we coach clients to ensure their employees feel valued, and fully supported, because an amazing customer experience is an employee first process. Our vision is the same, a place where employees know they can thrive.

The AI Developer is responsible for the development, testing and delivery of the NICE CXone AI software platform. This is a hands-on, technical role for individuals skilled in technical development experience. You will be tasked to implement the NICE Proactive AI Agent, Omilia and Cognigy software. Technical experience with various call center technologies including NICE CXone, IVR/ACD, VoIP, Email, SMS, and Chat systems will be beneficial. Key responsibilities include the development of the NICE Proactive AI product and features, unit testing, code reviews, resolving defects encountered during the QA cycle, supporting the production environment, and assisting other developers in a team environment.

What You'll Be Doing

• Developing and enhancing AI/ML solutions in relation to NICE Proactive AI Agent for client implementation projects.
• Work as a member of the TTEC Digital project team to enhance and improve software written in one or more of the following languages: CXone Studio, C#, ASP.NET , Java Script
• Code and test projects.
• Deliver high-quality software on time.
• Attend meetings and training as required.
• Perform system analysis and project management duties for the successful completion of a project.
• Excellent customer-facing presentation skills with the ability to develop new solution pitches, value propositions, and demo experiences.
• Exercises wide latitude in determining objectives and approaches to engagements.
• Mitigating and resolving code errors for development and future concepts.

What You'll Bring to the Role

• 3 years of professional experience building and delivering Machine Learning (ML) or Natural Language Processing (NLP) systems, including Large Language Models (LLM) based or Generative AI solutions.
• 3 or more years of software development, to include design, custom development (JavaScript, Python, Java), and testing of real time systems.
• 5+ years JavaScript experience.
• Expert Python and software engineering fundamentals (data structures, algorithms, testing, CI/CD, Git, containers).
• Hands on experience with modern ML/LLM tooling like PyTorch or TensorFlow; LangChain, LangGraph, vector databases such as Pinecone, Azure AI Search, FAISS and AI Virtual Agents/Agent Assist.
• 4+ years of ASP/.NET experience (C#, VS.Net , XML, Web Services, etc.).
• Contact Center as a Service (CCaaS), NICE CXone and CXone Studio experience is nice to have
• Team Player and the ability to mentor team members
• Desire to work in a fast-paced environment.

$140,000 - $160,000 a year

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Please note: We are only accepting applications from candidates residing in Arizona, Colorado, Florida, Georgia, Illinois, Indiana, Massachusetts, Michigan, Minnesota, Missouri, New Jersey, New York, North Carolina, Oklahoma, Pennsylvania, Tennessee, Texas, Virginia, DC, Wisconsin and Wyoming.

This position is eligible to participate in an annual incentive program. Actual compensation offers to a candidate may vary based upon geographic location, work experience, education and/or skill levels.

Benefits available to eligible employees include the following: 

- Medical, dental, vision

- tax-advantaged health care accounts

- financial and income protection benefits

- paid time off (PTO) and wellness time off.

This job posting will remain open until we have identified an adequate applicant pool. Applicants are strongly encouraged to apply early.

About Us

TTEC Digital and our 1,800+ employees, pioneer engagement and growth solutions that fuel the exceptional customer experience (CX). Our sister company, TTEC Engage, is a 60,000+ employee service company, with customer service representatives located around the world. TTEC Holdings Inc. is the parent company for both Digital and Engage. When clients have a holistic need, they can draw from these independently managed centers of excellence, TTEC Digital and TTEC Engage.

We are also delighted to share that TTEC has been awarded the Great Place To Work 2024-2025 certification based on outstanding employee experience across 14 countries.

TTEC is a proud equal opportunity employer where all qualified applicants will receive consideration for employment without regard to age, race, color, religion, sex, sexual orientation, gender identity, national origin, disability. TTEC has fully embraced and is committed to expanding our diverse and inclusive workforce. We strive to reflect the communities we serve while delivering amazing service and technology centered around humanity.

Rarely do applicants meet all desired job qualifications, so if you feel you would succeed in the role above, please take a moment and share your qualifications.

As part of our commitment to fair and efficient hiring practices, TTEC Digital uses artificial intelligence (AI) tools to help screen applications and match candidates to job requirements. These tools assist our human recruiters but do not make final hiring decisions.

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