FBS- Agile Dev Team Member IV- AI

We are seeking an AI Engineer to design and implement AI-powered voice agent capabilities for contact center quoting workflows.

This role focuses on building AI and backend services integrated with Cisco and GECX platforms for real-time customer interactions.

Key Responsibilities

• Design and develop AI voice agent capabilities, including conversational logic and backend integrations
• Drive implementation and integration across Cisco contact center and GECX (CX) platforms, along with AI-driven conversational components and Node.js services, enabling seamless end-to-end voice interaction flows
• Build and maintain Node.js-based APIs and backend services supporting real-time voice interaction workflows
• Implement and optimize prompt-based dialog flows, including conversation state and session management
• Implement comprehensive dialogue flow logging, ensuring structured capturing of session states, prompt inputs, LLM responses, and latency metrics for downstream analytics, conversational auditing, and continuous prompt tuning
• Champion the integration of the Model Context Protocol (MCP) to standardize how the LLM voice agent securely accesses context, connects to internal enterprise data sources, and executes tools
• Develop the Python-based connector layer to bridge the real-time voice agent orchestration with backend applications, ensuring secure, auto-scaling, and ultra-low latency execution of serverless containerized AI workloads
• Collaborate with solution engineers and cross-functional teams to align on integration design and implementation approach
• Troubleshoot and resolve production issues across AI, telephony integration, and backend layers
• Contribute to performance tuning, scalability improvements, and system reliability
• Mentor junior engineers and promote best practices in conversational AI and backend development

Required Skills & Qualifications

• 8+ years of experience in software engineering, backend development, or AI-driven systems
• Strong experience with Node.js backend development (APIs, microservices, integration layers)
• Experience with system integration across distributed, real-time systems
• Experience with AI-driven conversational platforms (voice/chat) and strong understanding of conversational design, including prompt-driven dialog flows and session/state management
• Experience working with customer experience (CX) platforms (e.g., GECX) and integration with contact center systems
• Deep experience with Cisco contact center platforms, along with strong understanding of telephony concepts such as SIP, call routing, and bot-to-agent handoffs
• Strong problem-solving skills and ability to drive implementation independently within a defined architecture