Senior AI Engineer — Contact Center Quality & AI Innovator

Raise; Calgary; On-site; CAD 253,478,000 - 254,856,000; Full time

Job summary

Raise is hiring a Senior AI Engineer to design, test, and optimize AI-driven quality monitoring solutions for the Contact Centre, using Genesys transcripts, Snowflake and Power BI.

You will develop prompts, evaluation frameworks, and benchmarks, partnering with stakeholders to improve accuracy, reduce costs, and deliver actionable insights.

This role emphasizes scalable AI governance, multilingual support, and collaboration across business, data, and analytics teams.

Qualifications

• Proven experience designing and deploying fully custom prompt engineering solutions using Large Language Models.

Responsibilities

• Design, test, and optimize custom prompts that assess Contact Centre interactions against defined quality standards.
• Translate business requirements and quality scorecards into structured AI evaluation criteria.
• Develop test datasets, benchmarks, and validation methods to measure prompt accuracy, consistency, and reliability.
• Compare prompting approaches and AI models to balance quality, scalability, latency, and cost.
• Validate AI-generated assessments against human Quality Manager evaluations and refine accordingly.
• Support testing across representative call types, interaction lengths, brands, and languages.
• Integrate AI outputs with Snowflake-based data and analytics workflows.
• Partner with Data Visualization SMEs to visualize outputs in Power BI or similar tools.
• Document prompt designs, evaluation results, governance requirements, and recommended practices.
• Establish a repeatable approach for prompt monitoring and regression testing.

Skills

Prompt engineering

Python

SQL

Data analysis

Education

Bachelor’s in Computer Science or related field

Tools

Snowflake

Power BI

Genesys

LLM platforms

Job description

Raise is hiring a Senior AI Engineer to design, test, and optimize AI-driven quality monitoring solutions for the Contact Centre, using Genesys transcripts, Snowflake and Power BI.

You will develop prompts, evaluation frameworks, and benchmarks, partnering with stakeholders to improve accuracy, reduce costs, and deliver actionable insights.

This role emphasizes scalable AI governance, multilingual support, and collaboration across business, data, and analytics teams.