Unified Communications Conversational Engineer (59891)

Responsible for designing and implementing conversational bots (voice and chat). Experience in AI functions such as call summary, agent assist, intent, next best action, preferable with Google Dialogflow. Train bots to achieve optimal results and estimate development timelines for required conversations. Additionally, propose enhancements to development processes, automated conversations, and testing methodologies.

What you will do:

• Design and maintain end to end development and implantation of conversational flows and scripts for virtual assistants, IVRs, and other AI-driven communication tools. Develop, implement and maintain communication solutions that seamlessly integrate voice, chat, and messaging services. Leverage your expertise in Conversation AI to enhance natural language understanding and interaction.
• Operates at the forefront of dialog design, shaping the methodologies, standards, and best practices for the Club. Monitor system performance and troubleshoot any issues related to communication services.
• Create and enhance AI functions for call summary, next best action, agent assist, and customer intent, and other productivity tools, preferably using Google Dialogflow and CCAI.
• Create voice and tone documents and the conversational style guide with a focus on evolving these master documents. Integrate AI algorithms and software applications into communication systems.
• Work closely with other engineers, and stakeholders to align communication strategies with business goals. Collaborate on cross-functional projects to enhance communication capabilities Respond to after-hours service calls on a rotational basis.
• Prioritize user experience by creating intuitive and efficient communication interfaces. Continuously improve communication features based on user feedback and industry trends. Ensure compliance of system security postures for all voice hardware and software.

What You Will Need

• Bachelor's Degree Software Engineering, Computer Science or similar Required
• 5+ years Voice/Unified Communications Experience Required
• 3+ years Experience that has Technical Leadership skills Required
• 1+ years Experience with Conversation AI platforms (Preferably Dialogflow) Required
• 3+ years Experience integrating /using Web Services, both SOAP and REST based Required
• 3+ years Experience with JavaScript development and JSON payload processing Required

Why AAA Northeast

Career Growth: With ongoing world-class training and proven career paths, you'll have the opportunity to develop expertise and advance your career within AAA Northeast.
Trusted Legacy: With over 120 years of service excellence, we have a long track record of protecting our members as well as our employees and their families.
Future-Focused: With new business offerings and increasing digital presence, we are focused on innovating for the future to sustain our success.

What We Offer

• Award-Winning: We’ve been named as a Top Employer for the last 7 years
• Health Coverage: Medical coverage with employer contributions covering up to 93% of the premium cost, plus dental and vision options.
• Retirement: 6% company match on 401(k) retirement plan contribution, with contributions fully vested and made every pay period
• Paid Time off: 3 weeks’ vacation, 12 holidays, 8 sick days, 48 hours of volunteer time annually
• Additional Perks: Free AAA membership, insurance discounts, travel commission refund, up to $625 in Wellness Incentives, up to $6k in tuition reimbursement, and more!
• Compensation: Competitive base pay, annual bonus opportunities, and for certain roles, additional monthly and/or quarterly incentive compensation. The posted salary range represents the full range grade for this role, with individual pay based on job-related skills, experience, shift, and geographic location.

At AAA Northeast, how we work together matters. We are a highly collaborative organization that values connection, transparency, and trust. Our “cameras on” approach during virtual meetings reflects our expectation that team members are present, engaged and actively participating, helping to build strong working relationships and a sense of shared accountability, no matter where we’re located.

We are also proud of our diverse culture, shaped by the talents, experiences, and perspectives of our employees. AAA Northeast is an equal opportunity employer and is committed to fair and equitable practices in recruiting, hiring, and advancement. We do not discriminate based on race, color, creed or religion, national origin, sex, age, sexual orientation, veteran status, gender identity or expression, disability, genetic information, marital status, pregnancy, or membership in any other protected class. We thrive when our team members bring their whole selves to work.