Contact Center Ai Engineer

Gracemark Solutions; Cape Town; On-site; ZAR 600 000 - 800 000; Full time

Job summary

A leading technology solutions provider in Cape Town is seeking a dynamic Contact Center AI Engineer to join their team. The ideal candidate will be responsible for collaborating with operations to deploy AI copilot solutions, integrating systems, and improving customer interactions. The role requires strong technical skills, particularly in Python and experience in contact centers, providing a unique opportunity to drive business transformation through technology.

Qualifications

• 5+ years of experience as a software engineer or solutions consultant in technology-driven environments.
• Proven experience in designing technical requirements and data flows for integrations.
• Experience in prompt engineering and optimization for AI solutions.

Responsibilities

• Collaborate with contact center operations to customize AI copilots.
• Translate operational needs into scalable AI solutions.
• Conduct integrations and configurations with systems.

Skills

Proficiency in Python (FastAPI, Flask, or Django)

Analytical skills

Problem-solving skills

Communication skills

Stakeholder engagement

Adaptability to new technologies

Interpersonal skills

Education

Bachelor's degree in Computer Science, Computer Engineering, Information Systems, or related field

Tools

API integrations tools

Data analysis and visualization tools (Excel, Power BI, Tableau)

Job description

Job Title: Contact Center AI Engineer

We are seeking a dynamic and communicative Contact Center AI Engineer to join our team.

Job Overview

In this role, you will collaborate with contact center operations to deploy and customize AI copilots for diverse use cases.

Key Responsibilities

• Partner with contact center operational leaders to translate operational needs into scalable AI copilot solutions.
• Map customer requirements into clear technical specifications for low-code or API-based integrations.
• Conduct hands‑on integrations and API configurations with CRMs, telephony systems, and case management tools.
• Design and document technical requirements and data flows to ensure seamless integration with contact center platforms.
• Deliver demos, workshops, and stakeholder briefings as a trusted advisor and local evangelist for AI solutions.
• Provide prompt engineering and optimization support to enhance AI copilot performance and customer interactions.
• Stay current on trends in generative AI, conversational AI, and contact center technologies, identifying opportunities for innovation.
• Act as a liaison between technical teams, operations leaders, and client stakeholders to ensure alignment on business outcomes.
• Develop training materials, user guides, and knowledge assets to drive adoption.
• Track and analyze performance metrics to generate insights and recommendations for improvement.
• Serve as a brand ambassador, promoting our AI contact center solutions internally and externally.

Requirements

• Bachelor's degree in Computer Science, Computer Engineering, Information Systems, or related field.
• 5+ years of experience as a software engineer, data scientist, software architect, or solutions consultant in technology‑driven environments (preferably contact center, SaaS, or AI domains).
• Proven experience in designing technical requirements and data flows for low‑code or API‑based integrations.
• Proficiency in Python (FastAPI, Flask, or Django).
• Familiarity with developing API integrations with CRM, telephony, or case management systems.
• Experience in prompt engineering and optimization for generative or conversational AI solutions.
• Strong analytical, problem‑solving, and communication skills (verbal and written).
• Experience in project management and stakeholder engagement.
• Ability to learn and adapt quickly to new technologies.
• Collaborative and proactive, with strong interpersonal and relationship‑building skills.

Preferred Qualifications

• Experience working in or with contact centers.
• Understanding of contact center metrics and operations management principles.
• Advanced prompt engineering knowledge (e.g., zero‑shot, few‑shot, chain‑of‑thought).
• Familiarity with API integrations and SaaS / cloud‑based solution design.
• Experience as a product evangelist or technology promoter.
• Proficiency in data analysis and visualization tools (Excel, Power BI, Tableau).
• Experience with Agile methodologies.

What Sets You Apart

• Passion for technology and its impact on business transformation.
• Ability to navigate ambiguity and drive action.
• Skill in bridging operational thinking with technical execution.
• Curious, analytical, and motivated to connect technology to real‑world applications.
• Enthusiasm for public speaking, demos, and presentations.
• Adaptability in fast‑paced, evolving tech environments, commitment to continuous learning and staying ahead of industry trends.