Job Title: Conversational AI Engineer (NLU & Agentic AI)

Fully Remote, Contract (3-6 months, Full Time & Part Time available)

Role Overview

We are seeking a Conversational AI Engineer to lead the technical development and optimization of our automated voice and chat ecosystems. This role bridges the gap between traditional Speech Science and modern Generative AI. You will be responsible for building high-performing NLU models in Genesys Architect, fine-tuning speech recognition accuracy, and pioneering our next generation of Agentic Virtual Agents.

Key Responsibilities

NLU Model Development: Design and build robust NLU models within Genesys Architect; perform deep testing on intent confusability, false positives, and overall classification accuracy.
Performance Tuning: Analyze production bot logs to identify speech recognition (ASR) failures and NLU gaps; implement tuning strategies to improve containment and user satisfaction.
Experimental Optimization: Run structured experiments to predict performance gains from model updates and architectural changes.
Deployment & Maintenance: Manage the full lifecycle of bot deployments, ensuring stable and reliable transitions from sandbox to production.
Agentic AI & Prompt Engineering: Collaborate with UX designers to create and refine GenAI prompts for advanced Agentic Virtual Agents, focusing on multi-turn reasoning and goal-oriented task execution.

Required Skills & Qualifications

Technical Proficiency: Extensive experience with Genesys Cloud Architect or similar conversational platforms.
Speech & NLP Expertise: Strong background in Natural Language Understanding (NLU) and Automatic Speech Recognition (ASR) tuning.
Generative AI: Proven experience in Prompt Engineering and building applications with Large Language Models (LLMs).
Analytical Rigor: Ability to use data-driven insights (e.g., confusability matrices, word error rates) to justify model changes.
Experience: 3+ years in Conversational AI development, Speech Science, or NLP Engineering.

Preferred Qualifications

Experience with Python or JavaScript for custom bot integrations via REST APIs.
Certification in Genesys Cloud or similar cloud AI platforms (AWS Lex, Google Dialogflow).
Experience in UX Design for Voice, particularly creating flows that handle complex user intents.

Beneficial Talent Source

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