Assoc Engnr - AI Sltns

About the Role

Key Responsibilities

• Design and build customer experience and conversational AI solutions, including dialog flows, API integrations, and AI agent orchestrations.
• Develop and maintain technical integrations between solutions and Maximus technologies such as CRM, ITSM, and data reporting systems.
• Create comprehensive technical documentation, deployment guides, infrastructure-as-code templates, and conduct internal training sessions on implemented solutions.
• Collaborate with internal and external stakeholders to gather requirements, present solution designs, and provide ongoing technical support.
• Research emerging customer experience and conversational AI technologies, evaluate new tools and platforms, upskill on emerging customer experience innovations, and contribute to continued improvement of Maximus solutions.
• Partner with external customers and internal stakeholders to gather requirements, analyze workflows, and architect technical solutions using cloud services leveraging Infrastructure-as-Code (Terraform).
• Design and build conversational flows using platforms like Amazon Connect Flow Designer, implementing DTMF handling, speech triggers, and error/retry logic, creating reusable flow components.
• Develop middleware services and API integrations to connect conversational AI platforms with customer CRM systems (Salesforce, ServiceNow, Dynamics 365).
• Configure and optimize AI/ML services including intent recognition, entity extraction, and LLM orchestration.
• Design and maintain conversational AI components such as dialogue management, SSML configurations for text-to-speech, and ASR parameter tuning.
• Produce clear technical documentation including architecture diagrams, API specifications, deployment guides, and training materials, and present solutions to customers while conducting knowledge transfer sessions.
• Collaborate with DevOps teams to implement monitoring, logging, and alerting for deployed solutions; participate in troubleshooting and root cause analysis for production issues.
• Research emerging technologies in conversational AI (LLMs, vector databases, RAG implementations), evaluate AI orchestration platforms, and pursue relevant certifications to improve solutions.

Requirements

• Bachelor's degree in computer science, Information Systems, or related field, or equivalent experience.
• 0-3 years of experience in software engineering or technical solution development with hands-on programming experience.
• Familiarity with conversational AI concepts including NLP, large language models, intent recognition, dialogue management, and conversation design principles.
• Experience with REST APIs, webhooks, and integration patterns for connecting services and systems.
• Foundational AWS/cloud knowledge; exposure to Terraform or CloudFormation for infrastructure automation.
• Experience with vector databases and RAG (Retrieval-Augmented Generation) implementations.
• Understanding of solution design principles and customer-facing technical delivery.
• Strong analytical, problem-solving, communication, and customer interaction skills.
• Experience with Amazon Connect for building contact center solutions.
• Familiarity with AI orchestration platforms managing complex AI workflows and LLM integration.
• Experience with conversational AI platforms such as Amazon Lex, Kore.ai, and others.
• Experience with CRM platforms (Salesforce, ServiceNow, Dynamics 365) and their APIs.
• Familiarity with authentication protocols (OAuth2, JWT) and API security best practices.

Nice to Have

• Experience with AI orchestration platforms managing complex AI workflows and LLM integration.

Qualifications

• Bachelor's degree in a related field or equivalent experience
• 0-3 years of relevant experience

Benefits & Perks

• Health insurance coverage
• Life and disability insurance
• Retirement savings plan
• Paid holidays and paid time off
• Salary range from $68,400 to $102,600, commensurate with experience
• Additional rewards including short- and long-term incentives and program-specific awards